Wendy Davis writes today, “Around 90% of the people who purchase MP3s from Amazon have never used iTunes, according to the NPD report, as per Ars Technica. Additionally, the stores are attracting different customers, with men accounting for 64% of Amazon buyers, but just 44% of iTunes buyers.”
She notes that the good news [...]

As I thought about writing this blog post about how wonderful Chris at Dot-Chris Development is, I started thinking that many of my blog posts about service providers are critical; unmet expectations, unsatisfactory performance, poor customer experience.
So although the purpose of this post is to recommend Chris, I thought it might be interesting to take [...]

Bob McCarty at Bob McCarty Writes sent me an email today thanking me for using his photos in my recent post about the tragic shooting in Kirkwood, MO and suggesting that since I was in marketing I might be interested in his photos of an Ameren UE billboard.

As he notes on his blog, this billboard [...]

AdAge announced that BestBuy has decided after 20 years to take their $170-$200 million brand advertising account into review. The roster of Best Buy agencies currently includes La Comunidad for Hispanic Advertising, Avenue A/RazorFish for interactive, Rapp Collins for direct and Ketchum PR.
That’s a lot of advertising dollars being spent and lots of talent creating [...]

Church of the Customer recently highlighted a story from the Wall Street Journal  about the law firm, Sullivan & Cromwell, LLP who in response to low morale and an excessive level of associate turnover initiated a program to encourage partners to show more appreciation and respect to the firm’s associates.
Specifically,  the need to say "thank [...]

There were two messages that came accross loud and clear at the recent WOMMA Conference regarding new marketing versus old marketing : the consumer is in control of the information and advertisers are there to provide the means to the information; this means that advertising should engage, not disrupt, intrude, or "break through" the clutter.
There [...]

While attending BlawgThink! in Chicago several weeks ago I stayed at the Hotel Allegro. We had 2 issues with our stay. Last week a customer satisfaction survey arrived in my email. I answed it.
My 12 year old son Sam had come with me to Chicago. The concept was that he wanted to hang out [...]

This post is about customer experience, this time from the vantage point of a client satisfaction survey…specifically law firms client satisfaction surveys.
Rees Morrison of Law Department Management asked the question,
"Does asking clients to assess the department raise their expectations
for the future?" His answer was "Yes." He went on to say that customer
satisfaction surveys may [...]

This post has two purposes. The first is to discuss expectation and our overall customer experience as determined by customer service or tech support. Probably that is the experience you are expecting based upon the title.  The second, is to test what I have now called, the Mystery of the Technorati Tags.  The Technorati Tag [...]

A great post at Crossroads Dispatches really gets to the heart of why the UpYourBudget blog is a perfect example of great hype but not of a blog as buzz, word of mouth, or business building. She says, speaking as a customer, that "You know you’re a commodity when I have to look for the [...]