If there’s one thing that catches my attention in this content riddled world we live in it’s the statement “brand is dead.” It’s one of those pithy one-liners that common sense mandates you either agree with or...Read More

So you’ve heard about the customer experience, and the user experience but what about the Public Relations experience?At Forrester’s Customer Marketing conference held last week in New York, speakers ranging from Casey Carey, director...Read More

Six ways to bring back the loveRemember when going to the mall meant driving around for an eternity looking for a parking spot? If so, you probably also remember a time when shopping could be a real outing not to mention a dose of retail therapy...Read More

Why bother keeping an eye on your current customers if there’s a whole world of potential new customers ripe for the picking, right? Unfortunately for everyone, that seems to be the mentality of quite a few businesses, and it couldn...Read More

How a hyper-collaborative approach brings fluid flexibility to product releases“The customer is always right” is a common mantra. But one that often went unconsidered when designing financial products. For decades, product managers...Read More

Born and raised in Atlanta, I’ve been a home team sports fan my entire life – Braves, Hawks, Falcons, even the new professional soccer team, Atlanta United. This year, our city is getting a state-of-the-art stadium for the Braves in...Read More

As any marketer or customer service professional can tell you, the FCC’s Telephone Consumer Protection Act (TCPA) has had an enormous impact on their work. That’s because it requires them to obtain “prior express written consent...Read More

You would need to be completely off the grid to be unaware of the rapid evolution of marketing.  While smaller changes have been unfolding over the years, we have recently hit a not-so-subtle tipping point signaling a new era. Marketing...Read More

Simplicity is an ally to progress.  Complexity is an enemy to progress.  Customer centric marketing is a fuzzy concept, but it does not need to be complex.  And, if we are responsible marketers, we are pursuing it on some level...Read More

Customer retention is what your company lives or dies on. Nobody wants to chase new leads without snatching a few golden gooses who lay eggs more than once.   And customer retention is worth it, too. According to the hoity-toity Harvard...Read More