In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play today. Time was, customer service was a post-purchase business function aimed at fixing customers problems. The ultimate goal […]
Last week over 3,000 people gathered to discuss the current, the future, the potential, the challenges, the opportunities, the successes, the failures, the tools, the strategies, the methods, the people, the power, and the beauty of social media and social media marketing. Here are the Social Media Marketing World 2016 top 20 takeaways from Guy Kawasaki, Gary Vaynerchuk, […]
In September 2014, nearly 500 marketers gathered in Las Vegas for the 12th annual Brand ManageCamp — to learn, share, inspire, and be inspired to build great brands. The following are some of the ideas and insights shared from the outstanding line-up of speakers including Jay Baer, David Aaker, and Jeffrey Rohrs. Ideas & Insights […]
(“brand book bites” are book write-ups that highlight the most interesting brand stories in the latest best-selling books. Subscribe to my feed so you don’t miss these regular bulleted briefings on the books I recommend.) – the book: Youtility: Why Smart Marketing Is About Help Not Hype – a helpful read about helpful marketing – […]