From Market Research to Marketing Automation

Decisions don’t make themselves.  Or do they?

Marketing decision-making has changed since the days of Mad Men.  In those days, we used valid and reliable quantitative survey research to inform strategic and tactical decisions.  We also drew on qualitative studies—focus groups and in-depth interviews that delved deeper into motivations and helped us craft messages that resonated with…

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America’s Quality Comeback

Since I entered the business world, quality has always been a hot topic.

One of the more poignant historical milestones regarding quality was when US business leaders admitted that Japan was surpassing America in the quality of its automobiles, and eventually its electronics.

How could this be?  We thought American products were the best, because the people who made them were skilled…

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10 Best Customer Experience Quotes on the Internet

The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. ~ John Russell
Know what your customers want most and what your company does best. Focus on where those two meet. ~ Kevin Stirtz
Photo: © Jorge Royan / http://www.royan.com.ar/

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10 Reasons Customer Engagement Has Become the Obsession of Marketers

Customer Engagement Rules!

Unless you're living under a rock, you understand that marketing has undergone a complete revolution in the digital age. Power has shifted dramatically to the consumer. No longer are mass consumer audiences driven to buy national brands based on brand image advertising creating demand for limited choices at retail. Instead, consumers initiate the buying process…

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Customers Wish You Would Reach Out to Them

Around here, we believe in Proactive Customer Engagement. It seems like few people use this term. To us, it’s a constant attitude. In fact, Proactive Customer Engagement is essential to reaching the “holy grail” of customer satisfaction.

Isn’t the best customer experience the one that surprises you, because the brand knew what you needed before you realized it, and they were right there…

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Customer Experience: Who Are You Trying to Catch Up With?

One of my jobs is to help companies recognize that competition is driving the increasing focus on customer experience, and it’s important not to be left behind.  Speaking to bankers, Jamie Armistead of Bank of the West pointed out that “Banks Are Not the Yardstick for Digital Customer Experience,” and right he is.  Other industries are way ahead of banks, in spite…

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