Companies that delivered great customer experiences outperformed laggards by a considerable margin for five years running based on a study by the Watermark Consulting group. The authors of the study attribute the success to customer retention, greater share of wallet, positive word of mouth and lower expenses due to reduced service related costs. Today empowered […]
View PostGuest Post by Tom Whatley Content marketing has grown and grown over the last 12 to 18 months, and when done right it can be a huge source of new traffic and leads. This is great for attracting top-of-funnel traffic, but what about using content as a driver to build relationships with new clients? It’s […]
View PostTo say that we are the most over stimulated generation in the history of the world would be a gross understatement. The myriad sources from which we can collect and enjoy data, visual entertainment, and text-based content are bringing us all to a new point of information absorption and redefining the information age. As more […]
View PostA recent study by ResearchNow, Connected Traveler: Mobile Satisfaction Report, details consumer response to some travel app pain, points that can be quite instructive for all marketers. (Note: downloading this whitepaper requires registration.) Granted, there are unique challenges to the travel industry; however, when I looked at these results I noticed that all the significant issues […]
View PostAlthough there are numerous social media lessons to be learned from the now infamous meltdown, there is perhaps a larger point to be made. Unless the interactions from the television show were staged (I doubt they were), there were clearly serious dysfunctional issues long before the social media episodes. My friend Judy Gombita (aka @jgombita […]
View PostI love what I do. I love to talk about what I do. The challenge is this: when someone asks me what I do, I seem to speak a language they don’t always understand. In my world, coming up with integrated multi-channel marketing strategies is stimulating and exciting. When I am talking to a prospective […]
View Post Integrated multi-channel marketing, marketing strategyWhy Optimize Any Experience? Research suggests and most would agree that a positive, consistently good customer experience is a good thing. In fact in some cases it might even be considered a competitive advantage. My wife and I love to shop at Trader Joe’s. We look forward to our weekly visits there. Why? Because they […]
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