The Vital Importance of “Unrealistic” Thinking
Blog post by David Dodd on April 20, 2014
In 1960, Theodore Levitt wrote a landmark article for the Harvard Business Review titled, “Marketing Myopia.” When it was republished in 2004, HBR editors said the article, “introduced the most influential marketing idea of the past half …
Was it Air Canada’s Policies, Processes or People Who Failed?
Blog post by Shaun Belding on April 20, 2014
There is a new viral video on YouTube showing an Air Canada luggage handler dropping bags from a 20 ft height into a bin. (click on the picture for the link). This is “carry-on” luggage that was …
Email marketing has gone viral- a complete virus, to customer experience without these essential elements.
Blog post by Dateme Tamuno on April 20, 2014
Email marketing or automation has become an important marketing tool adopted and utilised by marketers around the globe. It is a cost effective way of communicating with your customers about your products and services. Marketers believe it …
Can Numbers be Creative, Can Numbers be Imaginative?
Blog post by Joseph Dager on April 20, 2014
Author, ERIC SIEGEL, PhD, is the founder of Predictive Analytics World and Executive Editor of the Predictive Analytics Times. Eric makes the how and why of predictive analytics understandable and captivating. Joe: When we look at this, …
Speed Kills
Blog post by Brian Vellmure on April 20, 2014
Speed Kills. These words are most often attributed to the late, great owner of the Oakland Raiders, Al Davis. The game of football has evolved over the past 50 years to embrace this reality. In the 50s …
3 Root Causes of Marketing Automation Failure and How To Fix Them
Blog post by Vince Koehler on April 20, 2014
The majority of marketing leaders report dissatisfaction with results from Marketing Automation. Frost & Sullivan reveals 75% not accomplishing what they expected. Failed implementations of Marketing Automation litter the battlefield. CMOs know their marketing automation isn’t delivering …
3 Lies You Tell Yourself About Your Customers That Cost You Sales
Blog post by Karl Walinskas on April 20, 2014
image courtesy “Sudden Impact”, Warner Bros In my line of work, one of the most frequent expressed needs my technology clients talk about is new business development. Sales have stagnated or dropped, and the CEO is seeking …
A Glossary of Terms for Customers and Service
Blog post by Ron Kaufman on April 20, 2014
This Glossary of Terms was helpfully crafted by Arti Gupta.Customer Advocacy Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. It is a change in a …
Making The Experience Emotional and Personal: How Online Communities Can Help Companies Strategically Build, Protect, and Recover Customer Trust
Blog post by Michael Lowenstein on April 18, 2014
In books like Robert Putnam’s Bowling Alone: The Collapse and Revival of American Community (Simon & Schuster, 2000), the isolation of individuals, and the desire for community (through technological means) was thoroughly chronicled. Putnam identified this sense …
Building Brand Champions with Consumer Education
Blog post by Michael Noble on April 18, 2014
As consumer relationship management (CRM) technologies have matured, it isn’t surprising that some competing/complementary systems have also gained traction. One among many such responses, CEM, focuses on consumer experience (or engagement depending on what you’re reading). The …