CMOs Win When High-Value Customers Are Treated Personally Online

With constant access to a growing list of channels and devices, today’s connected customers are no longer satisfied with vanilla, one-size-fits-all experiences and offers […]

5 Ways B2B Can Learn from B2C Marketers

Business and consumer brands have traditionally approached marketing from two totally different vantage points. And it’s obvious why: buying cycles are longer, buyer mentalities are different, and products typically require more investigation before a purchase. But the reality is that B2B buyers are very similar to B2C consumers— whether it’s buying a new car […]

10 Reasons Brands Fail to Convert Facebook Fans into Paying Customers

According to HubSpot, ninety three percent of adults on the Internet are on Facebook, yet only 1% of a brand’s Facebook fans will ever make their way to the company’s main website. Many blame their low conversion rates on Facebook: “Facebook ads don’t work.” “I have a ton of likes but it doesn’t mean […]

There is NO Passive Marketing with Social!

Traditionally, marketers think of outcomes like they think of the weather – you sit back and see what happens. Suffering from the lack of true and authentic knowledge of their audiences, or any provision for real-time data or analytics, they are consigned to a passive role: spend money and hope it creates the intended […]

Ideal Customer Persona – made with Social Data

Some advertising agencies charge you hundreds of thousands of dollars to create what they call the “ideal customer persona”. I discussed how you can do this for FREE with Facebook in a prior post called Generating a Buyer Persona with Facebook Advertising but unfortunately you do get what you pay for.

What if there […]

B2B Marketing needs to Curate a Vibrant Community

If you ask the members of my leadership team – they will tell you I keep talking about how I think we have B2B Marketing backward.

Let me explain …

We focus a lot of energy on the acquisition part of marketing looking for new customers and getting them up the awareness to consideration to […]

Getting a customer is not the end goal it’s the middle

In a recent speech by Josh Bernoff of Forrester Research at the ITSMA Marketing Leadership forum it occurred to me that customer acquisition is no longer an “end state” for marketers its somewhere in the middle. Let me explain …

Many marketers focus their efforts on the customer acquisition angle which has the benefit of […]

B2B Marketers Fate Rests in the Hands of a Few

At the recent ITSMA Marketing Leadership forum I was stunned by a presentation given by Sean Geehan CEO of the Geehan Group author of the upcoming book the B2B Executive Playbook. The big eye opener for me was – B2B marketers are always tasked with getting net new customers when in reality their existing customer […]

Social Media and the Contact Center for Dummies (Wiley)

One of the biggest challenges for organizations today is managing the flow of information about their brands, products, and services that occurs in social media channels, including microblogs (such as Twitter), social networking sites (such as Facebook), blogs, and online forums.

More than ever, consumers use social media to spread the word about the brands […]

Customer Service is the New Marketing

Zappos was founded in 1999 and sold to Amazon for $1.2 Billion Dollars just barely over ten years later. Zappos is powered by its customer service and was built on the premise of WOWing each and every customer. It’s that WOW or should I say WOM that enhanced the value of their marketing and attracted […]