Below is a great story from the Right Now Customer Experience blog that I can really relate to.
Dave Carroll’s story depicts the value of great customer experience and illustrates that spending a little can save millions when it comes to your brand’s reputation.
In 2008, Dave was flying United Airlines with his band Sons of Maxwell [...]

You should never fake it.
To counteract scathing reviews by Web users at sites like InfomercialScams.com and RealSelf.com, do-it-yourself face-lift maker Lifestyle Lift  allegedly posted fake user reviews with positive critiques by supposed patients to review sites and other destinations.  But this strategy had a flaw:  the “patients” turned out to be company employees who had been paid to enthuse [...]

I never thought I would see the day when I was delighted by Northwest Airlines.

Today I got this in my email:
A jump start can be the perfect beginning.
That’s why we’re excited to provide you with 10,000 complimentary Elite Qualifying Miles (EQMs) – which have already been deposited into your WorldPerks account – to help you [...]

I wrote this for the HP Small Business Newsletter this month and thought I would share it here.  Enjoy!

A lot of small business owners take on the added role of chief salesman, rainmaker, and marketing and advertising manager.  Their passion for their business is contagious and is often the deciding factor when bringing in new [...]

What do you know, Ma Bell sent me a letter.  She doesn’t want to take me for granted anymore.

Today I got a letter that literally opens with “We know better than to take your business for granted”, and then spells out an offer that actually could save me $40 a month if I switched my [...]

This is a book after my own heart – marketing lessons inspired by the Rolling Stones, AC/DC, KISS and Madonna.

And yet it’s not trivial to compare how great artists inspire loyalty, emotional connections, identity, community, and repeat purchases. And the very best ones understand the business concepts of delivering value, consistency, reinvention while staying [...]

There was a great question posed to the CMO group on Linked In today:
“What are, in your opinion, the top five Marketing Key Performance Indicators, that a CEO should always pay attention to?”
For me, the premise of the question really asks a more fundamental question - do the CEO and CMO have agreement and shared vision on [...]