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In real-life i am a customer, and as a customer I’d like to suggest a strategy that will have you prospering in these crazy times while everyone else is scrambling. This strategy offers stability, greater profitability and increased referrals.

The Network of Me

The tectonic plates of the marketplace are slowly and inexorably altering the landscape. Customers’ sense of individuality, demand for privacy and technological empowerment are the driving forces, and they are unstoppable. It’s time to build a house where …

The Customer’s Voice

I am convinced the thing we understand least about mobile marketing is the individual actually holding the cell phone in his hand. I’m equally convinced we need this knowledge if we’re going to make mobile work, just like the rest of the world has. Mobile …

A Novel Concept: What do Customers Think of Customer Service?

We discuss CRM and customer service issues from a lofty position. We speak of strategies and processes and successes – the articles and case histories I find are largely congratulatory. What I don’t find are articles and case studies reflecting what custo …

The Key to Double-Digit Marketing Response

There is a very basic dichotomy in direct marketing and it’s preventing us from reaching significantly higher returns on investment. Marketing talks about “customer relationship management” but actually conducts programs where a tiny percentage of the aud …

The Lowest Paid Employees Have the Most Customer Contact. Scared?

It may be the big shots in marketing that create your brand character, but it’s the worker bees who make it come to life. Inherent to the concept of brand is the promise of a customer’s satisfaction. That promise comes down to the interaction with the ind …

Demand Chain B2B tools Arrive

Nurturing lower leads – Your best salespeople will know where the low-hanging fruit is, but marketing…

The Core Reason B2B Prospecting Underperforms

The overwhelming majority of people working on any given b2b marketing campaign have never seen, met or spoken to a customer, and certainly not a prospect. They work from reports and results. They are separated, a gap to a chasm, from the often-conflicted …