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Here's what a leading CMO told me recently when I asked about the quality of their CX and personalization: "We are using new CRM technology to automate old, bad behaviors…not being guided by how our customers define improved CX...Read More
Haven't we all had those beyond awful customer service experiences? I recently had one of "those" experiences and was stunned that every interaction and communication with this major brand assumed that the customer was wrong and...Read More
The term "closing a sale" is unfortunate. It reflects marketers' thinking that with the acquisition of a sale they can move on to something else. Instead, the sale should be viewed as a unique opportunity to begin to engage the customer across...Read More