The Good, the Bad and the Ugly of Customer Satisfaction.

To borrow a theme from one of Clint Eastwood’s movies, here are three real examples of good, bad and ugly customer satisfaction cases.

Let’s start in reverse order with the ugly.   A friend of mine had a home mortgage with Washington Mutual and his payments were automatically withdrawn from his checking account each month. One […]

Negative = #fail

Pawngo engaged in negative marketing. It didn’t work and has backfired. A teachable moment for all Marketing people. […]

The Buyer’s Psych – Brand And Trust

Trust in a brand is a key part of the buying process when people have scarce resources. Marketing’s role today is to ensure that the brand can be trusted. […]

Is It Time To Rethink Social Media?

A suggestion that the social media frenzy has been over-hyped, at least in B2B markets, and that in today’s economy a focus on past practices may be the answer. […]

Expections of Social Media

A discussion of management’s expectations on social media’s ability to impact lead generation and revenue. […]

5 Suggestions for Making The Year

It is the end of June, and the year is half over.  The stock market appears to be heading down, unemployment is still high and there is talk of a double-dip recession.  In putting the 2011 plan together in the fall of 2010, the outlook was more optimistic and “aggressive” targets for sales, revenue and […]

Don’t Fall For The Inbound Marketing Hype

Suggestions for B2B Marketers that the personal interaction with buyers is more important than social media and the current hype around inbound marketing. […]

Measuring Marketing by ROI is BS

A discussion on the application of a financial metric, ROI to Marketing activities. ROI can be applied to tools and software, not to creativity and leadership. […]

Email, Trust and Epsilon

Suggestions for Marketers on how to use email in the aftermath of the Epsilon breach. […]

Pull The Fat From The Fire

A case study showing how Marketing pulled the fat from the fire when challenged by a key customer potentially going to a competitor. […]