CONTENT GALLERY

I recently spoke to a group of Banking Chief Marketing Officers at the CFG summit in San Francisco.  My compliments to Pat Scanlon who organizes the group to bring such a high quality program together. I asked the group of B2B Marketing...Read More

At Safelite AutoGlass®, each of our markets tracks its own Net Promoter Score (NPS). At the end of the year, we followed up with our top 10 NPS markets to ask the general managers how they deliver customer delight. Zeke Dexter, General...Read More

I vividly remember when it happened.  It was not so long ago in a month called July when I was asked at a cocktail party the inevitable fallback question “So, what do you do?”  I immediately begin to brace for their...Read More

In 1936, Dale Carnegie wrote one of the first best-selling self-help books ever published, "How to Win Friends and Influence People." In the book, six core principles were introduced to get people to like you: Become genuinely...Read More

Delighting guests means putting kindness and intelligence into action. Often, delight comes from something small doesn't cost a great deal—offering a pot of tea to someone who arrives with a cold, for example. You can't script or...Read More

“A wise man learns from his mistakes, but an even wiser man learns from the mistakes of others.”                                       ...Read More

I'm a Netflix subscriber, so, when I received my "personalized" email from Netflix CEO Reed Hastings on September 19, with the first line stating, "I messed up. I owe you an explanation," I thought to myself, "...Read More

The amount of data is doubling every year. Information from devices, machines and social data, (think Big Data) creates an entirely new set of challenges and reinforces the fact that data will continue to grow exponentially for the foreseeable...Read More

Google+ is a rapidly growing social network. In the first 21 days after opening to the public the site grew to 18 million users. It took Facebook 2.5 years to collect that many users. Will that rapid growth mean much to the sustained growth of the...Read More

How well do you know your customers?  Oh sure, you probably (hopefully!) know things that happened at your register like what they buy from you, how often and how much.  But what else do you know?  And how would it help you target...Read More