Must-read books for 2018

Guest post by Erika Goldwater Books have always been my strongest foundations for learning and there is no shortage of great business and marketing books to keep me busy. I love to have a book in my hands and a notepad by my side. I am a voracious reader, sometimes reading two books a week.

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

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