25 Statistics on the Power of Positive Customer Service
Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company...
Smart Marketers Acting Stupidly
Before I go any further, I know there are some detractors out there who will claim, “Smart Marketers,” is an oxymoron–something like...
Has CXM “Jumped the Shark,” trying to be the Theory of Everything?
The term “jump the shark” originated in a 1977 episode of Happy Days, when the Fonz literally jumped a shark on water skis. In common...
Measuring What Matters: Choosing Metrics That Drive Performance
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest...
Complainer Emptor! When Does Online Rage Become Unfair?
“Give enough people a computer and a mouse,” Walter Mossberg said, “and you’re bound to get garbage online.” That was 15 years ago,...
Marketing in the Moment – How to Put Time on Your Side
Every marketer wants to follow the Snickers example and react to ongoing events as they happen, updating Web and digital properties with...
How to Prevent Flaming out as a Chief Customer Officer
I am an advocate of a set of deliberate activities that evolve and mature leaders’ commitment and actions to embed critical new...
The fundamental principles of value-based selling
It’s a sad fact that today’s average B2B sales person is still far more comfortable talking about their products than they are discussing...
It’s Not You, It’s Me. The Quiet Breakup with Mass Market
If he were alive today, Henry David Thoreau might breathe a sigh of relief at having made it to today through the greed and materialism...
Why marketing will get harder and more complex to manage
We often talk about the high quality techniques needed to successfully create the best online content for businesses, and the...
