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" »

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"Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean?

Continue reading "It Takes Two to Tango - and to Trust " »

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Customers are communicating with their favorite brands in an ever-increasing number of ways; along with phone calls and emails, today's customers are increasingly using social media channels not only to follow and interact with companies they're interested in, but also to share their experiences with these organizations.

Continue reading "Dell's Three-Pronged Approach to Social Media" »

Posted by Cynthia Clark at 8:13 AM | Permalink | Comments () | TrackBacks (0)

When Susan Boyle walked on the stage of Britain's Got Talent in 2009, both Simon Cowell and Piers Morgan gave the 47-year-old unemployed woman skeptical looks. She expressed her wish to become a professional singer, but had never been given the chance to make her dream come true. And from Cowell and Morgan's facial expression, they didn't seem to believe that her luck was about to change.

Continue reading "Keep Customers at the Core of Decision-Making" »

Posted by Cynthia Clark at 6:49 PM | Permalink | Comments () | TrackBacks (0)

Adapt or die: It's an adage that many companies have had to heed to remain successful in times of change. New technologies threaten to sideline currently successful ones with the promise of better and faster service and output.

Continue reading "Voice Communication Is Here to Stay" »

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