Category Archives: Uncategorized

Integrating With the Sales Process

Posted on February 9, 2014 by

Step Seven of Ten Steps To Marketing Relevance Your MAS must be linked to your CRM and other sales tools – and your sales force must understand how it all works In our last discussion, we discussed the value of implementing … Continue reading →

Posted in B2B Marketing, Content Marketing, Digital Marketing, Uncategorized | Tagged , , | 1 Comment

The Age of the Customer

Posted on December 1, 2013 by

I recently listened to a Forrester webinar, and wanted to share these two slides from it… First, we’ve all heard this, but the landscape has changed shape with the digital revolution.  Now it really is all about the customer. Second, … Continue reading →

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Remember: It’s About Revenue

Posted on November 17, 2013 by

Step Five of Ten Steps To Marketing Relevance Don’t Get Caught Up in Making Nice Marketing…It’s About Making Money How many of you know marketing managers who get lost in the weeds?  Every team I’ve seen has members who get so … Continue reading →

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Create a Robust Content Marketing Program

Posted on September 29, 2013 by

Step Three of Ten Steps To Marketing Relevance Don’t Underestimate the Value of Content Marketing In my last post, Be a Thought Leader, we discussed why thought leadership sits at the pinnacle of content marketing.  Now let’s back up and look … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Experience Research, Thought Leadership, Uncategorized | Tagged , , , | 2 Comments

The CMO as Change Agent

Posted on January 11, 2013 by

In preparation for an upcoming CMO Exchange panel, I’ve been mulling over what it means to be a “change agent”.  The concept means something different to each of my co-presenters.  For Eastman Kodak‘s VP Marketing, it means strategically managing a … Continue reading →

Posted in B2B Marketing, Content Marketing, Digital Marketing, Social Media CRM, Thought Leadership, Uncategorized | Tagged , , , | Leave a comment

Becoming a B2B Marketing Digital Native, Part 2

Posted on July 29, 2012 by

When I started this blog fourteen months ago, I was unemployed and very motivated to cure that condition. I had been offered an involuntary sabbatical from my corporate marketing career, and decided to use the time to remake myself into … Continue reading →

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One Bad Experience

Posted on March 18, 2012 by

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 →

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Social Media CRM, Uncategorized | Tagged , , , , | Leave a comment

Customer Experience in Financial Services – Part 2: Credit Card Issuers

Posted on October 2, 2011 by

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 →

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services, Uncategorized | Tagged , , , , | Leave a comment

Ladies and Gentlemen Serving Ladies and Gentlemen

Posted on September 10, 2011 by

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 →

Posted in Customer Experience, Customer Loyalty, Employee Experience, Uncategorized | Tagged , , | Leave a comment