Alan See

Customer Experience Improvement Is Child’s Play

Child's Play Toys can be learning tools. By guiding play, they socialize us. The Strong National Museum of Play is home to the National Toy...

Does Your Customer Intelligence Problem Need a “Data Whisperer”?

The National Geographic Channel showcases Cesar Millan as the "Dog Whisperer." He is a world-renowned dog behavior specialist known for his uncanny ability to...

If the Marketing People Would Just Do Their Jobs Right

On March 5th the WSJ featured an article about a movie to be released titled "Zack and Miri Make a Porno." According to the...

The Harrah’s Quandary: Will Bad Credit Change the Customer Experience?

One of my students recently asked if a past bankruptcy or negative credit report would likely impact their opportunity to get a job. ...

Are You Reprogramming Your Customers’ Expectations?

Tuesday's decline marked the Dow's largest percentage drop since October 1987 and the second-biggest point drop ever. As a result of market downturns many...

Empowered Employees Are Better Equipped to Influence Customer Loyalty

Between the financial markets and Hurricane Ike, it feels like everything I own is down, including: my 401K, cable service, internet service, tree limbs...

Marketing Budgets in a Market Plunge

Today's Wall Street Journal headlines look pretty scary ("Bailout Plan Rejected, Markets Plunge, Forcing New Scramble to Solve Crisis"). It's clear that the engines...

Are You Monitoring Your Trademarks on the Search Engines?

Trademark bidding is a debated search strategy and an issue that created some concern in one of my recent consulting assignments. Trademark bidding occurs...

Is 99.9% Good Enough?

Google the phrase "99.9% is good enough" and see what comes back. For the most part you will uncover the following list: • $761,900 will...

Keep New Marketing Initiatives From Backsliding to the Old Ways

I recently attended a faculty meeting to kick-off the new academic year. One of the presentations highlighted enrollment trends that did not surprise -...

Cincinnati AMA’s First Digital Marketing Summit

I just attend the Cincinnati AMA's 1st annual Digital Marketing Summit. The event was well attended. However; as you might expect, a summit held...

Don’t Wait to Improve the Quality of Your Product

An article in the August 12th edition of the WSJ ("Ford Vows to Build Higher-Quality Small Cars") noted that "The Dearborn, Mich., company promised......

Using Metaquality to Build Customer-Centric Cultures and Operations

The prefix meta- is used to mean "about its own category." For example, under the umbrella of business intelligence you often hear the term...

Consider Consumers’ Tastes in a Down Economy

A front page article ("U.S. Consumers Trade Down As Economic Angst Grows") in the July 11, 2008 Wall Street Journal contained a statement that...

Automate and Integrate Customer Feedback to Accelerate Your Customer-Centric Strategy

Customer feedback is critical to customer-centric strategies; if the truth be known, oftentimes, the feedback is not exactly good news. For example, software...

Eight Steps to “Blue & Gold” Customer Loyalty

Last year was a good year for Navy football fans. Wins over Army, Air Force and Notre Dame resulted in a bowl game,...

Earning Customer Trust–and Trusting the Customer

Last week I listened to a story about a small shoe repair shop as told by one of their long-time customers. It's a...

Customer-Centric Business Strategies for the SMB

Remember playing "Rock, Paper, Scissors?" The basics of the game consist of each player shaking a fist a number of times (priming) and then...

Marketing Research is Important in a Downbeat Economy

The May 17th Wall Street Journal weekend edition contain an article ("Consumers Are Downbeat on Economy" by Sudeep Reddy) that stated "Consumer sentiment about...

A CMO’s View on Customer Support

In May the CustomerThink editorial calendar is focusing on contact centers with some attention towards their financial impact. As part of the management...

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