Spend It to Win It
On Tuesday, we ran a news story about how marketers/businesses who have invested in online marketing and Web analytics are going to continue doing so. This, according to Jim Sterne, author of the...
View ArticleCalifornia Steaming: Tales from a Disgruntled Passenger, Part 1
Until last Thursday, I was one of Virgin America’s biggest fans. TVs in the head rests! Wifi and power outlets on board! Yummy food to be ordered whenever I want! Comfortable and spacious seating! I...
View ArticleThe Disaster Developing at PhotoshopDisasters
[Editors' Note: This is the first in a series of blogposts about the hazards faced by any brand that assigns its social media fortunes to a single employee or personality.] As with several other...
View ArticleYour Gartner Customer 360 Summit 2012 Cheatsheet
After a few sun-drenched Florida days spent at the grandest of conference centers, I walked away from Gartner Customer 360 with a few more business cards, insights and inspiration from whence I came....
View ArticleBe Customer-Centric, says David Yurman’s COO
Customer centricity used to be a triad of price, service, and convenience, according to David Minster, chief operating officer of American designer jewelry company David Yurman. Now, a new model has...
View ArticleChoosing the Right Customer Service Metrics Requires Alignment to Your Brand
The following post was written by Kate Leggett, a senior analyst at Forrester Research, where she contributes to its Customer Service Playbook, Forrester’s programmatic approach to customer service....
View ArticleCRM, the Backbone of Brand Loyalty?
Charming Charlie, an American fashion jewelry and accessories retailer that was named International Council of Shopping Centers’ Hot Retailer of the Year in 2010, has hundreds of stores nationwide as...
View ArticleWhen It Comes to Brand Loyalty, Companies Should Think Bigger
Loyalty programs have grown by more than 25 percent since 2011, but member activity levels have dropped, according to Colloquy’s 2013 Loyalty Census. In 2012, roughly 2.65 billion people were enlisted...
View ArticleDecisions, Decisions: Which Social Media Network is Right for Your Brand
Social media permeates our lives, and brands know it. As consumers spend nearly every free moment glancing at their phones to refresh their social media feeds, brands compete for their attention on...
View ArticleAvoid a Brand Breakup This Valentine’s Day
For our February issue, I interviewed the self-proclaimed “Brand Guy,” Tim Halloran, author of Romancing the Brand, who shared something that really stuck with me. When I asked him where the idea for...
View Article10 Things You Missed at SXSW Interactive
[On behalf on everyone here at CRM: We are deeply saddened by the tragic event that took place at the SXSW festival in Austin last night. Our thoughts are with the victims and their families. -M.M.] A...
View ArticleHappy Birthday, Twitter
Twitter is celebrating its eighth birthday tomorrow, and to honor the social network’s big day, I offer you, in no particular order, a list of the eight most engaging consumer brands that tweet. From...
View ArticleTurning Employees Into Social Evangelists
Whether or not companies like to admit it, their employees engage with social media during work hours. But this isn’t necessarily a bad thing! Thinking back to last year’s CRM Evolution conference...
View ArticleForrester CX Forum Session Spotlight: Great Brands Are ‘TRUE’ Brands
Though data and dollars typically tend to be the stars of the brand strategy show, this year’s Forrester Customer Experience Forum shone a light on the importance of corporate culture, the power of...
View ArticleIs There Room for Marketing in Mourning?
When Robin Williams died earlier this week, I, as many others, learned the news through Twitter. Once the word was out, there was an outpouring of support, tributes, video clips and other messages from...
View ArticleDove Chocolate Dominates Valentine’s Day Competition With Content Marketing
For me, there’s no such thing as a “favorite chocolate brand.” Why choose just one? They’re all delicious in their own special way, I say. But not everyone is as inclusive as I am when it comes to...
View ArticleWatch Out Advertisers, Shine Technologies is Coming For Your Ad
Here’s a question: if there was an app out there that could block all unwanted ads from your mobile device, would you download it? As a consumer who hates looking for the tiny “x” on a pop-up ad, I’m...
View ArticleBy: Engagement, engagement, engagement | Knowledge Management for Self...
[…] the organizers of the event, did a good recap. Read their top 10 takeaways of CRM […]
View ArticleWhen It Comes to Brand Loyalty, Companies Should Think Bigger
Loyalty programs have grown by more than 25 percent since 2011, but member activity levels have dropped, according to Colloquy’s 2013 Loyalty Census. In 2012, roughly 2.65 billion people were enlisted...
View ArticleDecisions, Decisions: Which Social Media Network is Right for Your Brand
Social media permeates our lives, and brands know it. As consumers spend nearly every free moment glancing at their phones to refresh their social media feeds, brands compete for their attention on...
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