Gentlemen start your keyboards…

At RedBalloon we’re committed to not taking life too seriously, having a sense of humour and fun is one of our values and a little generosity doesn’t go astray either. I figure if we’re having fun our customers will have fun… besides if we are having fun, it does not seem like work at all […]

Five points on Social Media iStrategy 2010

I spoke on a panel this week at the inaugural Australian iStrategy event. (there were about 400 in attendance)  I’m very glad that I got input from Vashti who heads up our @redballoonteam effort because it is our marketing guru’s at RedBalloon who own the strategy. As we formulated our ideas of what I would […]

3 Emails Recieved this Week

We have calculated that the team at RedBalloon send and receive more than 10,000 one to one emails every week ie not automatically generated from the system. I thought I would share a sample of some this week. Email One ‘Hi, Thanks for the email??. Loved the little red book!?? My boss is actually a […]

Disgusted… I want authentic marketing

First of all I would like to say to the advertising agencies working on with the political parties for this election… tough gig – the fees must be nice – but, ugh, I bet the briefs you are receiving are cluttered – and the approval process a nightmare. I was watching ‘Top Gear ‘with my […]

Cut through

I’m a marketer and a ‘sucker’ for new things… but the shear volume of messages that I’m bombarded with each day overwhelms. It is very hard to be a remarkable ‘purple cow’ as Seth Godin implored – when everyone is claiming to be a ‘purple cow.’ Real cut through comes from the authentic experience someone […]

Corporate Customer Love

I recently read the book Delivering Happiness by Tony Hsieh – CEO of – He believes much of the success of his $1billion online retail business comes from it’s commitment to the culture of the business – which allows every person in the business to stay customer focussed. He talks about customer happiness with […]

The 10 point Customer Excellence Checklist

I’ve been reading the book ‘Delivering Happiness’ by Tony Hsieh CEO of There are a significant number of similarities between RedBalloon and Zappos. As CEOs we both wanted to create a place where we too wanted to work. We both believe in experiences over stuff, we both believe that the key to success of […]

A new listening post

I’m sure it is not just my imagination – but I seem to have LinkedIn messages coming to me daily. I joined years ago and sort of let it sit there. Now I find that I am catching up with colleagues from a very distant past – and joining interesting discussion on topics such as […]

Icing on mud pie 2

I cannot stand waste. And this week the debate about how the government is spending $38million on selling (advertising) a tax package has really made me mad! What a waste! (Not for the agency, or media who are the recipient of the funds) But as a marketer I know you cannot spend yourself into having […]

Roman Holiday – Brand lessons

After a massively long and productive 2009 it is time to refresh… It is family time. As the kids are much older now, their first trip to Europe has been in the planning for more than a year. Italy for a month. It is wonderful to watch them delight at ice skating on the banks […]

Talk to me?

I learned recently at a seminar that it is 15 times faster to deal with a customer issue by phone than by email. I didn’t know the actual number but I do know that since we at RedBalloon have put our 1 300 number on our contact page we are getting far less email – […]