It's All About The Experience

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A blog about managing and improving customer experience and improving profits.


How Controversy Can Be Good For Your Brand
How Controversy Can Be Good For Your Brand
Controversy, if appropriately handled, increases brand awareness and improves brand equity. As marketing genius PT Barnum once famously said, there is no such thing as bad publicity. We list six companies embroiled in controversies that they ultimately managed in their favor. Consumers can show grace for brands with moral lapses, but only if they move swiftly to do the right thing.

Six Ways A Strong Brand Improves Profits
 Six Ways A Strong Brand Improves Profits
Most of us find the notion of "brand" hard to define, but we know a strong brand when we see one. How does a strong brand make a company better off? Here are six common-sense ways a strong brand can improve profits.

Why Marketing Post-Covid Will Be About Community and Connections
Why Marketing Post-Covid Will Be About Community and Connections
The Pandemic and technology have super-charged emergant trends. Marketing will never be the same.

Small Company + Big Data = Huge Impact
Small Company + Big Data = Huge Impact
Learn how even small companies can use big data to improve marketing and find new customers.

The Amazing Healing Power of Customer Lifetime Value
The Amazing Healing Power of Customer Lifetime Value
Customer Lifetime Value measures both retention and conversion in one number and provides leaders with a new understanding of customer profitability.