Here's an easy question - if you send an email to a corporation do you expect a response? I do. In 2002 86% of the corporations on my database replied to my email and gave me an answer (not the same). This year it's 31%, actually 34% for the...
I am a believer in social media, in its potential to create conversations, which create happier customers that stay longer, buy more and bring all their friends. I am also a realist, and I know that social media will not achieve its potential unless we embrace three...
By Scott Hornstein We need immediate triage when it comes to the written word, specifically the messages we receive from companies via email social media, chat and mobile in response to our questions. It appears to be a perfect storm, where our need for an answer...
Webinars serve a dual purpose: to educate or impart specific value; to further the customer conversation, and, as a by-product, generate high-quality leads. To achieve all this, we've got to generate high-quality registrants, convert as many as possible to...
To dramatically increase your marketing results and ROI, I suggest a change of scenery: move from an open market to a closed market. The climate is very different.
I don't get it, but there seems to be a line of thinking that customer care is just about the call center. You know, the trolls who sit under the bridge - the lowest paid employees who spend the most time with customers. I think that everyone from the cafeteria to the...
I don't get it, but there seems to be a line of thinking that customer care is just about the call center. You know, the trolls who sit under the bridge - the lowest paid employees who spend the most time with customers. I think that everyone from the cafeteria to the...
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 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 new...
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 is the most...