Gentle friends, we have spent a great deal of time over the years discussing the generally terrible way we approach almost everything to do with our customers. From the Customer Abuse departments to the save gates to Being Creepy to the ineffective measurement of misery, we have generally come up lacking, both on the B2B and B2C […]
Why Candy Crush is Eating Your Brain
I am worried that Candy Crush is eating our brains. I used to worry that email was eating our brains; now I’m pretty sure it’s that horrible game. My evidence is based on rudely peering at other people’s screens on the subway and the fact that 93-million fellow humans play it every day, driving about […]
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 […]
Three Reasons Customer Experience Management Fails
If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study . The most recent edition is from 2013 and it tells us that almost $76-billion in revenue is at risk thanks to “extremely” and “very” upset US households who called to complain about […]
To Everything Spin, Spin, Spin
I very much doubt there is a marketer in North America who has not attended a presentation by someone who worked on the first Obama campaign. To be sure, it is a compelling case study and a warm tale of the power of message over whatever that was the McCain campaign was doing. I think […]
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