(You can read part 1 on knowing your customer here.) I recently called the 1-800 number on my American Express card to inform them I’d be traveling out of the country. I wanted to be sure that overseas charges wouldn’t be flagged as suspicious. I depend on this credit...
What device are you using when you are standing in line? How about when you just landed in Boston on the airport runway? Obviously, your cell phone. And what are you doing on that phone? Using apps, visiting mobile optimized websites (the others aren’t worth surfing...
Everyone knows about the proliferation of the latest “deal” emails and offers (a.k.a. Groupon, Living Social, Google Offers, and the like). However, marketing is more than just offering a discount. Marketing that relies only on price cuts becomes a battle over the...
This is the best use of social media I’ve ever seen – and it’s in creating amazing customer experiences that had far reaching impact. This video is so great, so revolutionary and so simple that is honestly brought tears to my eyes. Just think of what...
On your birthday you may receive a number of congratulatory cards and emails from family, friends, and … the lizard from Geico. Some companies view birthdays as marketing opportunities. Done right, these can prove to be a great customer experience. But, as I...
