Monthly Archives: January 2011

The ACC Tournament is Dead

Long live the ACC Tournament. The first ACC Men’s Basketball Tournament was held March 4-6, 1954 in Reynolds Coliseum. Every ACC Tournament between 1963 and 2008 was a sell-out with no tickets being made available for sale to the general … Continue reading

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Consumer Insights on Prospect and Customer Onboarding

Mary Miller shares her four steps to better obtain and nurture new b-to-b relationships in the January edition of Target Marketing magazine. Her suggestions: 1. Take it slow. To establish long-term customer relationships, you have to take things one step … Continue reading

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Consumer Insights on Improving Your Marketing Messages

Thanks to Pat Friesen for sharing “17 ‘little details’ in your marketing messages that need your attention.” These are the fundamentals you don’t want to lose sight of as you implement your integrated marketing communications plan: 1. Use present tense … Continue reading

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Consumer Insights on Customer Support in 2011

Supportindustry.com and Citrix Online recently published their 2010 Service and Support Metrics Survey. The survey identified the following six trends: 1. Cost efficiency – there’s growing demand for support services with pressure on budget and productivity. Perhaps some of this … Continue reading

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Consumer Insights on Contact Center and Web Experience

eGain just published Contact Center and Web Customer Experience Megatrends and Next Practices for 2011. Here are the eight megatrends: 1. The customer is royalty – his or her wish must be your command. This is more true in a … Continue reading

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Consumer Insights on Building Your Opt-In E-Mail Database

Sandy Pochapin shared her seven successful strategies to build your opt-in email database in a recent article in Target Marketing magazine to ensure email database growth initiatives will result in the highest conversion rates with the most accurate email addresses. … Continue reading

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Consumer Insights on Authenticity and Differentiation

Denny Hatch had a great “Famous Last Words” column in the January edition of Target Marketing magazine. I’ve enjoyed reading his perspectives on marketing and brands for years. Mr. Hatch’s favorite family owned pharmacy in old-line Philadelphia was put out … Continue reading

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Consumer Insights on Electronic Communications

Nice article by Richard Libin in a recent edition of Destination CRM that we all need to consider. Electronic communications are meant to help manage relationships, not build them. As technology advances, it becomes a more critical and integral part … Continue reading

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Consumer Insights on the 8C’s of Customer Experience

I enjoyed reading McMillianDoolittle’s 8C’s of Customer Experience and the retailers who get it right in the National Retail Federation’s blog. Here are the eight C’s” Clarity (the right positioning): Whole Foods‘ customers are passionate ambassadors and the retailers’ well-defined … Continue reading

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Consumer Insights on Inspirational Leaders

“Leaders are born, not made” — popular myth. Robert Goffee and Gareth Jones wrote an article for the Harvard Business Review several years ago entitled, “Why Should Anyone Be Led by You?” Everyone agrees leaders need vision, energy, authority and … Continue reading

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