3 Customer Experience Lessons From The Easter Bunny

The Easter Bunny has customers just like the rest of us. Only for his customers it’s all about the experience. Brands can learn a lot from this approach. According to a report from Oracle, 86% of consumers will pay more for a better customer experience. So with Easter just around the corner here are 3 things […]

Why We Love Business Purpose (And You Should Too!)

What is the real purpose of your business? I don’t mean what does your business do, I mean why do you do it? We all love to understand the purpose of a business. It’s actually much more important to us than products and services. Do you want to know why we love business purpose and […]

Customer Data Is The New King For Brands

We have all heard for a while now that Content is King, then Context became King. Well, I am here to tell you that for brands, Customer Data trumps it all. Move over content and context and make room for the new king… CUSTOMER DATA. In order to be a better marketer, we need to […]

Using The Net Promoter Score For Employee Engagement And Review

Back in the early nineties, Fred Reichheld, a researche […]

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What’s Your Risk And Response Plan?

Oh, Justin Bieber, what it must be like to be on your team. With all of the bare-chested fighting, peeing in buckets, and drinking and driving, I’m sure his managers and mentors are deploying tactics from their Risk and Response Plan. Let’s hope they have one. Crisis management isn’t anything new. You’ve heard all of […]

The Customer Isn’t Always Right: Why Standing-up For Your Employees Is Good For Business

standupforIn a world where customers’ criticisms can reach thousands of their “friends” in an instant, companies are (rightfully) worried that one disgruntled customer can wreak havoc on a brand — at least temporarily. Managers must walk a fine line between … Read more

Customer Loyalty: A Two-Way Street

It’s generally considered poor form to ditch your date at the school dance — it makes a poor impression on your date (and people will talk!) Likewise, it should be considered poor manners to ditch the customers who brought you to the dance — who made you what you are today. We want our customers […]

Loss of Control: The Dying Breed of Traditional Marketing

As a marketer I have evolved — I have to say as much as it was out of necessity, it was also out of sheer excitement in figuring out this new media. By the way, when I talk about Traditional Marketing, I don’t necessarily ascribe to TV, radio or mass channels — I am referencing […]

So You Got a Bad Review… What Do You Do About It?

No matter your business, dealing with a negative review is one of the hardest things to deal with. Recently, Amy’s Baking Company put on a clinic of how NOT to deal with a bad review, or negative comment, and while the vast majority of business owners would not respond as Amy’s owners did, it is […]

6 Tips For Finding Prospects Through Online Media

How do you know if the prospects your company is desperately seeking are actively using social media platforms? Isn’t this the impetus for using social in the first place? You’d think so. While your prospects may or may not be active on social media, you can take measured steps to find out if they are, […]