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Ladies and Gentlemen Serving Ladies and Gentlemen
During Labor Day week , my husband and I enjoyed the Ritz Carlton’s strong service model. All guests, no matter how greasy and sandy from the beach, are treated as ladies and gentlemen. Associates, who...
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Customer Experience in Financial Services – Part 1: Banks
What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in...
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Customer Experience in Financial Services – Part 2: Credit Card Issuers
Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major...
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Financial Services: Too Complex For Consumers?
For the last six months I’ve been focused on developing a thought leadership program for my new company, a payment processor. To be effective for content marketing, sales support and brand building,...
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Money Management – It’s a Personality Thing
When I met my husband some years ago (before Quicken), I was surprised to discover that he balanced his checkbook by rounding. He would enter “$50″ if he thought he had spent about that, and figured...
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Today’s Mobile Bubble
Today I attended MobileXcincy, a conference that assembled mobile experts and enterprises from around the OH, KY, IN region. Presenters flew in from around the country to address a packed house....
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One Bad Experience
This time my husband wrote the blog entry for me. Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page. You’ve probably all written one like it – or...
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Payments Made Easy
With so many banks and merchants trying to get consumers to pay with some form of mobile app or wallet, awareness is increasing. But so is confusion — there are so many options, and no clear winner....
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A Case of Consumption
In early 20th century British novels the term “consumption” generally refers to TB, but encompasses a variety of diseases that relentlessly sap the heroines’ life energy. I would argue that in 21st...
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Ten Steps To Marketing Relevance
How to move your marketing organization from “arts and crafts” to “a seat at the table”. Gather resources – invest in strong employee skill sets, find good vendor partners Know your customer experience...
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Create a Robust Content Marketing Program
Step Three of Ten Steps To Marketing Relevance Don’t Underestimate the Value of Content Marketing In my last post, Be a Thought Leader, we discussed why thought leadership sits at the pinnacle of...
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The ‘Omniconsumer’ of the Future
I recommend taking a moment to read “Vantiv Profiles the ‘Omniconsumer’ of the Future“ at RetailCustomerExperience.com … because it contains a lot of interesting facts about the 18-34 consumer and what...
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Think Omni-channel
Step Four of Ten Steps To Marketing Relevance Be There With Relevant Content When & Where Your Clients Are Looking For It Even if you create relevant content, customers aren’t going to just appear....
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Content Marketing at Convergys 2007-2010
Content Marketing has been an area of significant focus in my roles since 2005. At ADP, Convergys, and Vantiv I developed successful thought leadership campaigns centered around primary research on...
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Content Marketing at Vantiv 2011-2014
After developing robust Content Marketing at ADP and Convergys, I developed my most successful thought leadership program for Vantiv. Like the others, it centered around primary research on customer...
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Transformational Marketing
As it often does, the New Year holiday and all the corresponding online retrospectives caused me to look back. I realized that my marketing career has coincided with several major waves of innovation....
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From CMO to CCO
Recently Daniel Newman, contributing writer for Forbes, agreed with me. That was probably not his intention, but his 1/13/15 op-ed, “CCO: Tying Together Technology, Marketing and Advocacy,” makes many...
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Let’s Recap, Then Move Marketing Forward
Over the last four years, we’ve covered a lot of topics in this blog, which is a reflection of the many changes going on in marketing and customer experience. Here are ten of the most popular posts:...
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