Trust: Can’t Have A Customer Relationship Without It
Brand trust seems to be a commodity regularly traded (sacrificed) in exchange for claims denials, close rates, call handling minimums…
Archive for December, 2009
Content As A Force Multiplier
We used to think a lot about impressions.
Now we think more about views, clicks, friends, and followers. We think about sharability, portability, and usability.
As a brand, the bottom-line objective is still to convince (and convert) a group to your worldview. To divert the Pepsi fan to the Coke community. To offer the kind of experience [...]
Unraveling Execution From Strategy
Marketing communications is an iterative process that builds off previously completed projects. Sometimes you just gotta put something half-baked out there.
Turn That Frown Upside Down: Social Media Can Transform Careers
Socially active…for the sake of your career (and your sanity!)
Hey, Mr. Service Provider. It’s Me, Your Client.
My appeal to B2B service providers who overlook key components of basic customer service and advocacy.
