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Customer Service and the Disney Myth

Blog post by on July 23, 2014

Whenever there’s talk about outstanding customer service, the names that inevitably comes up are Disney World and Disneyland. The giant myth, however, is that Disney’s success can be replicated by simply studying and implementing their practices.

Service strategy & marketing: It’s personal

Blog post by on July 23, 2014

Most marketing communication is focused on new products and features. Today’s customers however, are looking for something different. They can get the same new features nearly everywhere. A strong service strategy can generate interest with existing and …

Disruptive Innovation From Microsoft

Blog post by on July 23, 2014

Microsoft recently announced the biggest restructuring in their history (the metric is number of people laid off in this case). 18,000 people are going to lose their jobs as part of the Nokia merger. However, to me …

How Improving Company Culture Can Change Employee Behavior

Blog post by on July 23, 2014

If you are in man­age­ment, you are tasked with the never-ending job of coach­ing employ­ees, guid­ing their behav­ior, and help­ing employ­ees per­form their best. When employ­ees are in a work­place with a well-defined cul­ture, your lead­er­ship tasks …

More unicorns! LinkedIn’s head of marketing technology

Blog post by on July 23, 2014

It’s fascinating to watch a new profession — marketing technologists — emerge from the digital star foundry. It’s a phenomenon that we should expect to see more frequently in The Second Machine Age. But while that’s thought-provoking …

When Marketing Automation Goes Bad

Blog post by on July 23, 2014

If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, …