I just love sitting in the quiet zone on the train. No marimba ringtones, screaming babies are but a distant menace and nobody feels the need to talk to me about hockey. Imagine my disappointment last week when I jumped on a crowded train and had to sit in the noisy bit. The sole comfort […]
Lend a Hand or Shut Your Facebook
Darius has a cool job. He’s the marketing manager for a rapidly growing logistics company that serves the food industry. Since he joined two years ago, Darius has updated all the collateral, made some nifty sales tools, cleaned up the web site and put the company on the map with its own Facebook page and […]
The End of Valued Customers
Dear Valued Supplier, Thank you for your quarterly newsletter. It showed up in my email just yesterday, minutes after the monthly statement, and not long before the important reminder about the scheduled maintenance you’re doing this weekend. The daily reminders about your annual conference are also arriving without delay, and I am pleased to report […]
Fixing the Customer Experience Part IV – Where to Start
Enough whining. Time to solve the messy experience thing. Now that the Customer Experience is safely in the hands of the marketing department, it’s time to figure out where to start with the fixing of it. The first thing I would do is pour a lovely drink and sit down and read The Effortless Experience by […]
Why Marketing Needs to Fix the Customer Experience
We’ve spent the past two weeks feeling sad about the state of customer experience management (CEM), so it’s time to lighten up a little and talk about why marketers should care. Last week we saw the clear relationship between good CEM and good corporate performance. We can chalk up at least a bit of this […]
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