Have customer satisfaction scores become useless?

Exceptional customer experiences are what drive word of mouth marketing.  As marketers we often strive to improve customer advocacy by using customer satisfaction surveys to collect feedback about our service interactions. Sadly, the method is easily manipulated and instead of soliciting sincere feedback, many teams are gaming the system to collect high scores. This is exactly

A Great Event Is More Than Great Content

I wish I could attend every single marketing conference out there. A girl can dream! But since it’s not feasible to attend every one I rely on the next best thing, tapping into the experiences of my marketing friends. Special thanks to Erika Goldwater for this energizing summary of #B2BMX. Guest post by Erika Goldwater What

What are your holiday gifting plans?

Congratulations! You made it past Thanksgiving. Now it’s time to start thinking about your holiday gifting program. The holidays are the perfect time to show your community how much you appreciate their support. In this video I share three approaches.  Free ways to send greetings, charitable donations and personalized gifts. Remember, it’s not about how