Browsing » The Cost of Confusion Blog

Rarely does a week go by without the word “confusion” appearing somewhere in the news. Here’s where we’ll keep you posted with fresh insights on “OPFC” – other people’s failures to communicate.

Too Close for Comfort

Too Close for Comfort

Not every product requires personalized service Her name is Katie. And I’m breaking her heart. I warned her this might happen. “I can’t be one of your a frequent customers,” I wrote in response to her first message. She pretended to understand, but the emails didn’t stop. “I’ll bet you’re about ready for more, and […]

They Glazed Over Like a Christmas Ham

They Glazed Over Like a Christmas Ham

As the benefits program consultants tried to explain stop loss coverage and utilization rates, I watched the audience of blue-collar decision makers glaze over like a proverbial Christmas ham. The executive sales team had no clue that the biggest sale in their firm’s history had just slipped away right before my eyes. It was such a lost opportunity, […]

When Sweet Spots Collide

When Sweet Spots Collide

Leaving the gym today, I noticed the in-house smoothie/snack bar was closed – again. I realized that in 20 plus years of regular gym membership around the country, I have never seen one of these things succeed, despite multiple cycles of grand openings and promotion.  Of course, there are exceptions, but the deja’ vu triggered […]

Catch of the Day

Catch of the Day

“The worm has to taste good to the fish, not the fisherman. Sometimes I have the impression it’s the other way around with us.” – Bernd Osterloh, head of the VW works’ council. Too often, people in an organization mistakenly think they are the target audience for that branding effort, marketing campaign or new product […]

Smart Phones / Dumb Owners

Smart Phones / Dumb Owners

We used to be smart people with dumb phones – now, it’s just the opposite! According to an telling article from The Washington Post, sixty-two percent of Americans now own a smartphone. Yet, millions of users can barely keep up with the explosion of features these devices offer. For people across all ages, smartphones are confounding and intimidating, […]

Confusion As Marketing Weapon

Confusion As Marketing Weapon

Verizon creates confusion, AT&T pays the cost! The Wall Street Journal, the New York Times, USA Today and other nationally distributed newspapers have enjoyed a watershed of advertising thanks to Verizon’s aggressive attacks on AT&T 3G network coverage areas. For the past several months, as many as three full-page color ads have appeared in single daily […]

Purchase Paralysis

Purchase Paralysis

“We created too many variations on our Bowflex® home gyms, and it ended up confusing consumers. What happens when they have too many choices? They don’t make any decisions.” -Ron Arp, Nautilus, Inc. Once a high-flying leader in home fitness equipment, Nautilus has gone back to basics, streamlining its product line. It also is reducing […]