Mar 29
Mar 24
Customer engagement – spicing things up
Get your customer involved. Engage them. Allow them to interact with your brand. They are your best marketers.Mar 20
Voice of the customer – spring, summer, fall, winter, and spring…
By taking a continuous approach to listening we have a chance of moving measurement to understanding, surprise results to insights, and cycles to things we can plan for.Mar 17
Customer service and the bottom line
We are measured both on what results we achieve and how we achieve them. The "how" includes acting with integrity, inclusiveness, mutual respect, and team play.Mar 15
Air Canada customer satisfaction
Two weeks ago I had the occasion to fly Air Canada to Seattle for the Ad-Tech Impact event “Key Metrics For Marketers”. The trip was less than eventful except for numerous flight delays related to mechanical problems on two separate...Mar 10
You've GOT to be kidding!
Why do we listen? Because diversity of opinion, splintering markets and consumer empowerment are the reality in today's competitive market place. That’s why listening solutions are finding their way into the tool kits of successful marketers. Long gone are the days when marketers could force feed their desired agendas onto consumers, and still be successful.Mar 07
Ad-tech Impact report from the road
I am writing this from Los Angeles where we've just completed the third of ten Ad-Tech Impact one-day programs titled “key Metrics For Marketers”. So far my fellow road warriors from such well know companies as ExactTarget, ClearGauge, WebTrends, Target...Mar 05
Slip through the corporate cracks with Paul English
Tired of waiting on the phone forever when calling a customer service number? Have a hard time believing recorded messages like "Your call is very important to us" only to have it followed with "Due to high call volume, we anticipate your wait to be...107,000 minutes"?Mar 01
