- Fix This One Thing To Attract More Repeat Guests
Marketing: Travel, Dave Spector - Monday, March 23, 2015
While many folks are focused (rightfully!) on hotel website design, rate pari ...
- In New J.D. Power Study, GM Brands Dominate In Dealership Customer Service
Marketing Daily, Karl Greenberg - Wednesday, March 18, 2015
J.D. Power and Associates in a new study says that while t ...
- Visa, Pizza Hut And Accenture Plan Connected-Car Pizza
Around the Net In Brand Marketing, Karl Greenberg - Tuesday, March 3, 2015
Visa and Pizza Hut, at the Mobile World Congress in Barcelona, introduc ...
- More Customer Service Moving To Social Media
The Social Graf, Erik Sass - Tuesday, February 24, 2015
Customer service is rapidly migrating from the telephone to an array ...
- More Face Time Yields Higher Wireless Satisfaction
Marketing Daily, Aaron Baar - Friday, February 20, 2015
According to J.D. Power, customers who purchased tablets were more satisfied th ...
- Nordstrom, Trader Joe's And Lowe's Rise, But Overall Retail Customer Satisfaction Declines
Marketing Daily, Sarah Mahoney - Friday, February 20, 2015
The economy may be buzzing along, and Americans may be spending mo ...
- Wells Fargo Bets On 'Total Market Approach' Threading Messages Through Multiple Cultures
Marketing Daily, Laurie Sullivan - Thursday, February 5, 2015
Wells Fargo has created a "total market" approach to its advertising campaig ...
- Online Chat Leads To Higher Wireless Satisfaction
Marketing Daily, Aaron Baar - Thursday, February 5, 2015
"It's become a lot easier to chat online than it has be ...
- Customer Service Can Be An Important Pre-purchase Strategy
Research Brief, Jack Loechner - Wednesday, February 4, 2015
According to a new report from Forbes, even companies using sophisticated technolo ...
- BA Puts Split Marketing Team At Centre Of New Strategy
Around the Net In MAD London, Sean Hargrave - Friday, January 23, 2015
British Airways' recent marketing restructure will put marketing at the centre ...
- Most Consumers Don't Want Customer Service Via Social Media
The Social Graf, Erik Sass - Tuesday, January 20, 2015
Not so long ago, you would routinely hear predictions that social med ...
- Burberry Attributes Strong Christmas Quarter To 'Commitment To Customer Experience'
Around the Net In MAD London, Sean Hargrave - Thursday, January 15, 2015
Fashion house Burberry enjoyed strong third-quarter sales as its first Christmas campai ...
- Do We Need A Chief Customer Officer?
Marketing Daily, Chris Stark - Wednesday, December 24, 2014
Combined with the growing expectation among customers that they should be address ...
- This Story Will Restore Your Faith...But Not Your Phone Service
Garfield at Large, Bob Garfield - Monday, December 22, 2014
If you're going to choose a customer to be unavoidably detained fr ...
- Brand UPS Says This Year It's Ready
Around the Net In Brand Marketing, Karl Greenberg - Tuesday, December 16, 2014
After facing criticism last year for failing to deliver thousands of packag ...
- 'How 'm I Doin'?' Not So Great When It Comes To Customer Care, Says Millward-Brown
Marketing Daily, Karl Greenberg - Wednesday, December 10, 2014
Most consumers want brands from which they purchase products and services ...
- Tesco To Link Up Services To Improve Customer Offering
Around the Net In MAD London, Sean Hargrave - Wednesday, December 10, 2014
Tesco chief executive Dave Lewis says he sees a big opportunity f ...
- Customer Service? Your Business Is Important To Us, So Please Hold While We Figure It Out
Online Spin, Maarten Albarda - Monday, December 1, 2014
Over the last few weeks I have had to deal with ...
- CMOs To Remain In Post For 5 Years As Brands Think Long Term
Around the Net In MAD London, Sean Hargrave - Tuesday, November 11, 2014
Next year will see chief marketing officers (CMOs) begin to remain ...
- Customer Marketing: Keep Current Customers Comfortable!
Research Brief, Jack Loechner - Thursday, October 23, 2014
In a study by Influitive, conducted by Demand Metric, the resources a ...
- John Lewis Up Digital Innovation Spend To Simplify View Of Customers
Around the Net In MAD London, Sean Hargrave - Friday, October 17, 2014
John Lewis is to up its digital innovation spend by 25% ne ...
- Ryanair CMO Advises Brands To Go It Alone On Customer Experience Improvements
Around the Net In MAD London, Sean Hargrave - Friday, October 17, 2014
Ryanair's chief marketing officer Kenny Jacobs has revealed that customer experience improvemen ...
- How Undigital Can You Be - As Bad As 'The Times,' Perhaps?
London Blog, Sean Hargrave - Tuesday, October 7, 2014
If you want to get an idea of how undigital a digit ...
- The Future Of Engagement: What Customers Want Is Invisible To The Eye
Online Spin, Kaila Colbin - Friday, October 3, 2014
In 1961, Ray Kroc bought a small restaurant chain from the McDona ...
- A Prospect Ignored Isn't Really A Prospect
Performance Marketing Insider, Gord Hotchkiss - Friday, September 19, 2014
I've ranted about this before -- and, oh yes, I shall ra ...
- Making Mistakes... On Purpose
Online Spin, Joseph Jaffe - Tuesday, September 16, 2014
I was keynoting at a Satmetrix (the Net Promoter People) customer experien ...
- Using Data, Personalization To Improve Call Center Customer Service
Data and Targeting Insider, Laurie Sullivan - Wednesday, August 20, 2014
The two trends driving the partnership between Whitepages Pro, the company's directo ...
- How The Help Is Killing Retail
Online Media Daily, George Simpson - Thursday, August 7, 2014
I read earlier in the week that aside from a small upti ...
- Network Consumer Connections Should Leave The Berating Behind
TV Watch, Wayne Friedman - Thursday, July 31, 2014
Given the uproar over that overly aggressive Comcast customer service representative pho ...
- Companies' Social Media Experience Still Lagging
Marketing Daily, Aaron Baar - Tuesday, July 8, 2014
"The longer you wait, the more likely the empowered consumer is goi ...