Implement New Experience Technologies, But Don’t Leave Your Actual Customers Behind

Tom (my fiance) and I went to grab an iced coffee at Starbucks yesterday afternoon to beat the heat. I was taken aback by how many laptops were open. Starbucks has inherently changed forever – no more chatter of the European coffee houses as it was originally intended. Now, it has become a quiet haven […]

Customer Experience Truth #1 – No One Is Delivering A Perfect Customer Experience 100% Of The Time

What’s that famous quote? Ah, yes. “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time”. – John Lydgate, later adapted by President Lincoln Lydgate, and then President Lincoln, knew back […]

Do You Know How Much You’re Really Losing When You Lose A Customer?

Do you know? If not, then you can’t really have any idea what you’re losing, or gaining for that matter, with your actions. Start With The Theoretical Rooted In Reality Let’s break this down by necessary components of information by running through a mock case study so you can go back and calculate the same […]

Traditional CRM vs Social CRM as represented in film

Have you heard about The Joneses? It was a film that came out in 2009 starring David Duchovny (Steve Jones) and Demi Moore (Kate Jones). The basic premise this: Steve, Kate, and their 2 kids are all employees of an “undercover” marketing company. They move into neighborhoods that demographically and socio-economically meet the characteristics of […]

Not Everyone Is On Twitter, Including Your Customers. So Now What?

Forrester and MarketingProfs administered a survey earlier in the year where we saw that a majority of the organizations responding are ramping up or currently running some sort of Social Media plan in 2010, with 55% stating they use Twitter for marketing purposes. Great for Social Media, but is it actually great for your business? […]

The Next Web isn’t rendering for some, so here is the Adobe Engadget ad…

Adobe Takes Aim At Apple With New Ad Campaign Posted by Matt Brian Follow Matt Brian on twitter on May 13th, 2010 Tensions between Apple and Adobe look to have reach new heights after Adobe released its new advertising campaign publicly criticising Apple’s decision to block Flash from it’s products. Reader’s of the popular tech […]