Now that your company is just getting the hang of navigating the social world of Twitter, Facebook, and YouTube, along comes another site that you should start leveraging...Pinterest.
Continue reading "Why Your Business Should be on Pinterest" »
The dawn of a new year often marks a spate of leadership changes within many companies and 2012 is no exception. This includes new marketing leaders that have popped up at Facebook (former Levi's CMO Rebecca Van Dyck), Kenneth Cole (former Anthropologie marketing chief Amy Choyne), Macy's (Martine Reardon has been promoted), and Gilt Groupe (Elizabeth Francis jumps from Intelligent Beauty). And while there are multiple factors that can drive changes in leadership changes (e.g. newly-appointed CEO brings in their own team; CXOs in search of new opportunities), it's safe to say that today's CMO has never faced a more challenging time.
Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate.
Continue reading "NPS Is a Journey in Customer Experience" »
I had the privilege to attend the recent 2012 NRF convention and was impressed with the buzz around loyalty marketing and customer centricity. In one session Macy's CMO Peter Sachse stated, "We don't need new customers. We need to keep the ones we have and get more out of them." Simple yet powerful; all marketers should take this approach--and will create more valuable brands as a result. Yet, why do so many companies continue to miss the mark here?
Continue reading ""Expectation Matching" Builds Long-Term Customer Loyalty" »
"Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean?
