Blog Archives

A differentiated, superior customer experience does pay dividends

Launched six years ago, Watermark Consulting’s annual Customer Experience ROI Study illustrates why, according to the firm’s founder Jon Picoult,

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2015’s top 50 marketing slides

Good summary of the state of marketing in 50 slides from marketing management software company Percolate: Here are my takeaways:

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Content: 2/3 is either unfindable or usuable

Marketing content, from thought leadership white papers to video and sales collateral, is the fuel that drives B2B marketing. Relevant

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“Relevancy magically creates time”

Marketing’s big challenge is to synchronize people, processes and technology to deliver contextually relevant right-time, right-target messaging. Do this and

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You can’t fake it

“No matter how much money you spend on advertising, you can’t convince customers that you provide better experiences than you

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Analytics: “skills managers must have”

Analytical skills are not technical skills, they’re thinking skills that every competent manager should master, according to an excellent Kellogg

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Customer experience is the new marketing

Is customer experience the new marketing? According to Gartner, 89% of companies expect to soon compete mostly on the basis

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Be braver and bolder

I have been asked by Marketing Magazine to write a career advice letter for publication in an upcoming edition. Here’s

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Who owns the customer experience?

Everybody agrees that we need to be customer-centric, customer focused and even customer obsessed, says Sirrus Decisions’ Megan Heuer in

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The Internet of customers

Economists were missing in action at the start of this year’s World Economic Forum in Davos, Switzerland. Instead of the

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