Inconvenient brands

Our reading notes on Seth Godin

• Start

  Godin compares launching a broadcast show with starting a podcast from home. Cheaper distribution changes who can begin a project. A person may already have a subject, tools and time while still fearing the first public attempt or the obligation of making a second one.

• Reviewing the game tapes

  Godin asks what customer-service teams could learn by reviewing a recorded interaction together. A football coach can replay a sequence to study what the team did. In a service conversation the revealing moment might be an instruction both people misunderstood or a policy the person answering the call had no power to change.

• The power of sync

  Godin uses a screenplay, a film shoot and an opening night to show how a single project moves between work people can do at different times and moments that depend on being together. He also describes an expensive middle ground, a message that can wait arriving with an expectation that everyone will answer immediately.