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June 2023 M T W T F S S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Lorena’s Tweets
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Category Archives: Customer Loyalty
A Decade of Leading With Content
In 2011 blogging was becoming a thing for professionals and WordPress was making it easier. I love to write, share and learn, so Leading With Content was born. Ninety posts later and the blog has become a travel log of … Continue reading
Posted in ABM, Account-Based Marketing, B2B Marketing, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Digital Marketing, Employee Experience, Financial Services, Marketing Automation, Payments, Social Media CRM, Thought Leadership, Uncategorized
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Why Account-Based Marketing is Not “Marketing As Usual”
Do you have a POV on ABM? Most marketers think they have a pretty good idea of what ABM is about. After all, it’s been a buzz word for years! But as I consult with CMOs at companies large and … Continue reading
When Your Buying Stages Don’t Match Your Customers’ Needs
As we discussed in part 2 of this series, even the largest and oldest companies are facing a new B2B selling environment where “old school” marketing and sales just isn’t as effective. Companies that talk TO their prospects instead of listening and … Continue reading
When Prospects Won’t Play It Your Way
Company X has just built a new eCommerce site and is consider adding an extra layer of cyber security. VP Bob volunteers to research the product category. Google points him towards Acme, a mature leader in the space, and he … Continue reading
Let’s Recap, Then Move Marketing Forward
Over the last four years, we’ve covered a lot of topics in this blog, which is a reflection of the many changes going on in marketing and customer experience. Here are ten of the most popular posts: More Thoughts on Thought … Continue reading
Transformational Marketing
As it often does, the New Year holiday and all the corresponding online retrospectives caused me to look back. I realized that my marketing career has coincided with several major waves of innovation. Marketers started the century discussing one-to-one marketing … Continue reading
One Bad Experience
This time my husband wrote the blog entry for me. Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page. You’ve probably all written one like it – or intended to after a … Continue reading
Customer Experience in Financial Services – Part 2: Credit Card Issuers
Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major card networks (Visa, MasterCard), bank-issued cards, or the processing networks behind these. But the … Continue reading
Customer Experience in Financial Services – Part 1: Banks
What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading
Ladies and Gentlemen Serving Ladies and Gentlemen
During Labor Day week , my husband and I enjoyed the Ritz Carlton’s strong service model. All guests, no matter how greasy and sandy from the beach, are treated as ladies and gentlemen. Associates, who are encouraged to think of … Continue reading
Leading With Content 