Articles

If I am to believe what I hear, jumping the corporate ranks and getting your message directly into the C-Suite is the manna that will feed a hungry sales force wandering in the wilderness.

YOU'D think that corporations would have already learned that customers want and expect swift responses to e-mail inquiries. Our research on the subject, conducted yearly since 2001, however, has shown just the opposite - a poor trend that is hurting brands.

Customers tell Golden Rule how Golden Rule should market the Medical Savings Account to them.

How and why PR made the difference in the successful launch of the PaperDirect catalog.

During a research interview on behalf of a highly innovative tech manufacturer, I asked a customer, what is this company's greatest strength. The answer – my sales rep. B2B is personal. It's a tenet of my marketing belief system, and a strong competitive...

Why marketing automation systems underperform and what to do about it.

We're in the middle of the big bang of media and message.  What we knew is speeding away from us and coming together in new forms that we may not know. What I know is that looking at it from a marketer's point of view is self-congratulatory, and...

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...