Videos & Podcasts

In recent years, digital platforms have taken our everyday activities and enhanced them virtually. Facebook started with the “real world” concept of friendship and gave it some online benefits. LinkedIn granted the networking lunch...Read More

In recent years, digital platforms have taken our everyday activities and enhanced them virtually. Facebook started with the “real world” concept of friendship and gave it some online benefits. LinkedIn granted the networking lunch...Read More

In my past experience, even when working closely with SEO and PPC marketing firms, our online marketing campaigns have yielded a few big ugly doughnuts. And those dog campaigns are demoralizing, even when done in the context of “testing...Read More

One of the questions clients focused on customer satisfaction and loyalty often ask me is “how do my NPS scores compare to others?” NPS*, or Net Promoter Score, is a metric for measuring customer loyalty based on the question, &ldquo...Read More

Social networking isn’t new—it is a concept that has existed for centuries.  What is new is that the influence of a consumer’s social network has been recently amplified by the digital organization of our existing social...Read More

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If true loyalty is defined as garnering the largest possible portion of category spend, from each and every customer, do you really know how well you are doing? Sure, you can see the transactions that move through your own cash register…...Read More

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