Monthly Archives: April 2009

Oracle Social CRM Applications Strategy Overview And Roadmap

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Economist’s View: Paul Krugman: Reclaiming America’s Soul

Source: http://economistsview.typepad.com/economistsview/2009/04/paul-krugman-reclaiming-americas-soul.html

We need to “regain our moral compass”:

Reclaiming America’s Soul, by Paul Krugman, Commentary, NY Times: “Nothing will be gained by spending our time and energy laying blame for the past.” So declared President Obama, after his commendable decision to release the legal memos that his predecessor used to justify torture. Some people in the political and media establishments have echoed his position. We need to look forward, not backward, they say. No prosecutions, please; no investigations; we’re just too busy.

And there are indeed immense challenges out there: an economic crisis, a health care crisis, an environmental crisis. Isn’t revisiting the abuses of the last eight years, no matter how bad they were, a luxury we can’t afford?

No, it isn’t, because … never before have our leaders so utterly betrayed everything our nation stands for. “This government does not torture people,” declared former President Bush, but it did, and all the world knows it.

And the only way we can regain our moral compass … is to investigate how that happened, and, if necessary, to prosecute those responsible.

What about the argument that investigating the Bush administration’s abuses will impede efforts to deal with the crises of today? Even if that were true — even if truth and justice came at a high price — …laws aren’t supposed to be enforced only when convenient. But is there any real reason to believe that the nation would pay a high price for accountability? …

Tim Geithner … wouldn’t be called away… Peter Orszag, the budget director, wouldn’t be called away… Even the president needn’t, and indeed shouldn’t, be involved. All he would have to do is let the Justice Department do its job… America is capable of uncovering the truth and enforcing the law even while it goes about its other business.

Still, you might argue — and many do — that revisiting the abuses of the Bush years would undermine the political consensus the president needs to pursue his agenda.

But the answer to that is, what political consensus? There are still, alas, a significant number of people in our political life who stand on the side of the torturers. But these are the same people who have been relentless in their efforts to block President Obama… The president cannot lose their good will, because they never offered any.

That said, there are a lot of people in Washington who … probably just don’t want an ugly scene… But the ugliness is already there, and pretending it isn’t won’t make it go away.

Others, I suspect, would rather not revisit those years because they don’t want to be reminded of their own sins of omission.

For the fact is that officials in the Bush administration instituted torture as a policy, misled the nation into a war they wanted to fight and, probably, tortured people in the attempt to extract “confessions” that would justify that war. And during the march to war, most of the political and media establishment looked the other way.

It’s hard, then, not to be cynical when some of the people who should have spoken out against what was happening, but didn’t, now declare that we should forget the whole era — for the sake of the country, of course.

Sorry, but what we really should do for the sake of the country is have investigations both of torture and of the march to war. These investigations should, where appropriate, be followed by prosecutions — not out of vindictiveness, but because this is a nation of laws.

We need to do this for the sake of our future. For this isn’t about looking backward, it’s about looking forward — because it’s about reclaiming America’s soul.

I wrote this several days ago, but never posted it. It echoes much of the above:

When asked whether people will be held accountable for their actions during the time the last administration was in power, this administration says that it’s time to move on, to put the past behind us, to let bygones be bygones. But that is not a reason to prevent people from having to take responsibility for their actions.

So I am not convinced. If the country were to fall apart should the rule of law prevail, then perhaps the calculation changes. Is that what would happen? Will the country fall apart if the guilty are pursued? No, it won’t, we’ll be better for it. Will it make it harder to form a coalition with people on the right in order to get other things such as health care reform done? Yes, it probably will, but so what? Bringing people to justice is always inconvenient and costly, there are almost always externalities, but we bring people to trial anyway.

What will happen that’s so bad, other than the president will have a much tougher time with the opposition? If that’s all it is, that’s no reason to stop the pursuit of justice. Sure, you can argue that more people will be hurt if we fail to pass health care than will be helped by prosecuting, some argument like that, but that’s not how we make these decisions. If a factory owner commits a crime, and sending that owner to jail will cost the town many, many jobs and create hardship, do we say, that’s okay, you have us over a barrel, so go ahead and do whatever you want? If the entire nation is seriously at risk, then, sure, intervene, but that’s not the case.

What about the argument that it would harm the CIA? If we are afraid people who will do these things won’t want to work there, so what? In any case, start with the people in charge, those at the highest levels who made the decisions, and work down from there. We can figure out where the line is. If people knew, reasonably, that they were breaking the law, then hold them accountable. Some were relying upon shaky legal foundations (shaky gives it more credit that it deserves since it implies it was standing at all, however unsteadily), and that makes it harder, but not impossible.

And why is up to one person anyway? I thought we had a legal process, not a king. The power of the pardon is available, of course, but shouldn’t we find out what happened and establish guilt before we start handing out the pardons? The truth matters too.

Furthermore, the president is not an unbiased, impartial observer here. If people are pursued for their crimes and he doesn’t stop it, he can well imagine acts of retaliation later, where people attempt to try him or members of his administration for violating laws. But that’s not a reason for him to intervene and stop prosecutions, the conflict of interest is a reason to step aside. If there’s a flaw in the system that allows frivolous attempts to prosecute the president or his close associates, then fix it, but don’t let it stop people from being held accountable for their choices. Again, if the nation comes under threat from the pursuit of justice, that’s a different matter, but that case has yet to be made.

There are probably constitutional and legal principles I’m unaware of that are at play here, but this stinks. The rule of law applies to everyone, not just when it’s convenient.

Posted by Mark Thoma on Friday, April 24, 2009 at 12:33 AM

Metropolitan Museum Announces Helen Levitt Endowment Fund and Gift

The Metropolitan Museum of Art announced today a new endowment fund and promised gift of artwork in memory of the American photographer Helen Levitt, who died on March 29, 2009. The Helen Levitt Memorial Fund has been established through a generous planned gift of the artist’s sister-in-law, Mrs. Robert O. Levitt, and will support the museum’s acquisition of photographers working in her tradition. Levitt also made a promised gift to the museum of twelve of the artist’s photographs. “Helen Levitt was singular in her lyrical style of photography and her ability to capture the hidden poetry of everyday street life in New York City,” noted Thomas P. Campbell, director of the museum. “The endowment fund and promised gift from Levitt are wonderful tributes to Helen Levitt’s achievements as an artist and her important place in the history of twentieth-century photography.

New Competitive Edge: about loyalty

Source:http://custserv.gbwatch.com/?p=892

customer loyalty at Cathay Pacific

“Loyalty is not because you stay but because you’ve thought about leaving and you choose to stay,” says Paul Loo, general manager of Cathay Pacific Loyalty Programmes, a subsidiary of Cathay Pacific, which manages The Marco Polo Club and Asia  Miles. These airline’s loyalty clubs have 3.45 million-strong member base.

Paul Loo, who also manages Cathay Pacific’s loyalty marketing strategy and Customer Relations team, was then being interviewed by Joanne Rae M. Ramirez of The Philippine Star. Their exchange was very interesting. It gives us a peek into the airline’s customer service program and a new understanding of the concept of customer loyalty.

Let me share with you some of Paul Loo’s insights from that interview (to be found on Philippine Star’s issue April 23, 2009).

On emotional attachment: “True loyalty, you have to work on it all the time. Passengers will stay with you not just because of what you offer but because of the kind of service you provide but also whether you can create an emotional attachment with them. With all this, you can really get loyalty. Some members of our Marco Polo Club have been with us even before I was born.”

On Criticism/Complaint: “If you just look from the outside and you wonder why they complain it will be so hard for you to understand. But if you know them well, you realize they complain because they are emotionally attached to Cathay and they care. They share, they want us to be successful. That’s what I call emotional loyalty.”

“It would be magic to perform if you can turn the trouble into a good impression. First, by delivering the missing bag. Or if you can’t recover that immediately, helping the passenger to feel at ease, helping him resolve the problem at hand and making sure the bag will be delivered once it is found. That will impress him.”

On working with loyalty: “Of course, the opportunity to earn someone’s loyalty doesn’t only come in times of trouble. It comes, too, when he’s having a good time. “We have in our program 20 airline partners and if you order our airline tickets you can redeem more than 600 different items. Anything from simple things like an NBA basketball — one of the most important, most popular redemption items we get in the Philippines. We’re now going to have a signed jersey from Kobe Bryant and Lebron James. I’m sure they will be popular here. You can also use your mouse to redeem free hotel accommodation, wine and dine, cosmetics, electronics, iPod, iPhone, things you can think about, we got it.”

Read more…

Oops, remarkable! 04/24/2009

Posted from Diigo. The rest of my favorite links are here.

Change Marketing: Yes We Can (and we (you) have to)

One of my tags is “blown to bits”. Because of but not only because of the internet marketing, marketeers and marketing management falls in the hierarchy of companies. This post stresses the importance of changing marketing.

Source: http://blog.futurelab.net/2009/04/change_marketing_yes_we_can_pr.html by: Alain Thys

I don’t know about you, but for years now I’ve had the feeling there’s something wrong in the land of marketing.  After all, we all read that the world has changed.  That media consumption has changed.  Consumer behaviour has evolved.  That brands aren’t trusted.  That mass media are dead. 

But at the same time the basic principles of marketing as I learned them in business school have remained the same.  While the media have changed, the majority of marketing initiatives are still about “shouting and selling” rather than actually engaging with a customer and gaining his respect.

I believe this has to stop and that is why – today – in Helsinki I gave a presentation which called upon the marketers in the room to stop the madness.

To stop talking about what the brand wanted to say, and start focusing on what we, the customers wanted to hear.  To stop shouting at us, and start engaging us.  To start building a lifelong reputation, instead of trying to be a “one night brand” merely focused on quarterly campaigns.   In short, to help start a revolution that would change the essence of marketing itself.

The experience was unnerving.  After all,  it was the first time I have ever been that explicit.  Calling for a revolution is something you don’t do every day.  And in a country as advanced as Finland, there is of course the chance that no one would rise to the occasion.

But they did.  In fact, many people came up to me with the message that I was articulating what they were thinking.  Others also came up with suggestions on how to make the presentation better.  Areas I had missed and that could be included.
So with the Finnish digital marketing world on my side , I’ve decided it is now time to challenge the world.  Or better, I should say “we”, because my business partner Stefan Kolle has been at the heart of the new marketing model we propose in the presentation below. A marketing reality which lets go of the “product push” mentality, and focuses on relevance, engagement and reputation.

About the presentation
This presentation offers a digital perspective on life, as the audience at the event (Twitter: #Fword) was active in digital.  But our view is larger than that.  That is why we will be applying the concept of  relevance, engagement and reputation to every aspect of the marketing mix.  From ROI to innovation.  From television to Twitter.

It also is an “open source project”.  Even though at Futurelab we can consider ourselves a bit ahead of the curve, reality is that we don’t know every detail on how the future of marketing w ill lookeither.  But we do believe that if we all work together, we can work it out.   So I would like to call on you to contribute.  We will shortly be launching a Ning community where all fellow revolutionaries can unite and discuss.  But until then I suggest you use the comment section below.

Because as the man said: Change Marketing.  Yes, We Can.

View more presentations from Alain Thys.

Innovation to the core

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