The Wisdom Of Management Consultancies.
No, not a blank post. But, I have been struck recently how these advisers remain stuck in their old ways of pushing tactics rather than practices.
A piece I cannot find at the moment suggested that retailers should be trained to recognise their most loyal customers and to offer them better service in the certainty that this would lead to greater sales. No consideration given to how the less well-treated customers will react to this discrimination in terms of negative word of mouth. No consideration given to the impact on the loyal customers of seeing other customers being served badly. And certainly no consideration given to the thought of just providing the best customer experience possible to one and all and the positive returns that would accrue from that.
In similar vein, a german McKinsey report discussing how corporations can exploit web 2.0 opines that "These findings, consistent with our experience of participatory media in business settings, suggest that executives pursuing such projects should start by identifying and nurturing the small percentage of users who post quality content."
It's top-down nonsense. You can't control what other people do - you can merely try to control what you do (and that's hard enough) and focus on it producing something that is so good that people are drawn to it.