March 3, 2008

A ton of reports on inflation, unemployment and other economic indicators are slated to hit Wall Street. The Fed is considering dropping rates another quarter point...and the financial world braces. The thing is, everyday Americans don't need data to tell them the economy is in the crapper!

February 27, 2008

Guess where I am: Here's a hint. It's a restaurant you have probably visited at least once in your life. Walk in to the sound of water running down glass panels. There is a sculpture of a crane on one side - a koi fish on the other. The room is light and airy with colors in earth tones and accents of red. Bamboo plants grace the scene. The textured walls are patterned to resemble the ocean and the asymmetrical tiling is warm and artistic. The seating is leather and lounge like. The whole place is comfortable and very Zen.

March 21, 2007

Smart companies have customer service policies in place to protect their best interests and the bottom line. Smarter companies, however, know how and when to bend certain policies for customers who have the right profitability, loyalty, frequency of purchase and long-term revenue potential. This helps protect customer loyalty and works to maximize the bottom line.

February 1, 2007

There's no doubt, our sense of smell is powerfully tied to memory recall. Now more than ever, scent technology is being used to reinforce the customer experience environment. But what happens when the experience fundamentals are missing and scent technology actually works to reinforce a bad customer experience...?

January 17, 2007

My husband and I joined the Vonage family last month and I have to say, it’s been good for the most part. The price is good -- even for international calling. The service seems to function reliably, although we’ve had to restart our modem a number of times to get things working again after cut-offs -- even a few mid-call, which has been inconvenient (buzzz)....

October 27, 2006

I've talked about The Power of Persona and how using personas can foster a more tangible understanding of a target audience's needs, desires, pet peeves and behavior. Here's more detailed information on how to create personas and apply them.....

September 21, 2006

Imagine for a minute that you're on a charge to make your company -- or your product, or your Web site --increasingly customer-centric. So you have a company-wide kickoff to rally passion around the customer....

June 21, 2006

Great article yesterday in Advertising Age on the average lifespan of a Chief Marketing Officer....

June 4, 2006

Lately, I've been spending a lot of time with my fiancee, Brent, in Sioux Falls, South Dakota....

May 11, 2006

When was the last time your marketing plan looked anything like this...?

May 4, 2006

I spoke on the subject of Customer Experience Management at the annual MarketingProfs retreat a few weeks ago....

April 6, 2006

Check out this interesting article in Mediaweek, “MTV Networks Coins New Sales Metric For The Upfront.”

March 30, 2006

There's been all kinds of trash talk about whether the modern day graduate with an MBA is worth his or her salt.....