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

Unleash Possible: A Marketing Playbook That Drives Sales

It all started one year ago at a dinner hosted by Katie, Apparao Karri and Megan Tonzi during Marketing Profs B2B Forum. That night I sat down between two amazing writers, Carlos Hidalgo and Ardath Albee, and we talked books, marketing strategy and helping businesses grow. It was just the push I needed to start