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The 7 Biggest Mistakes in Digital Relationship Marketing
For those of you who have heard me talk about my company, Bridge Worldwide, you know that I always say that we're a digital AND relationship marketing agency. We've always been the latter, going back...
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The 7 Golden Rules in Digital Relationship Marketing
This is part two of a series on relationship marketing. Please check out the first post, 7 Biggest Mistakes in Digital Relationship Marketing, and make sure you're not committing any of these before...
View Article5 Ways to Avoid Buyer's Remorse
It takes a lot to create brand awareness, preference and purchase and the goodwill that is created as each individual accepts, internalizes and aligns them with your brand. New research suggests that...
View ArticleComplain Effectively: 6 Steps to Yield Results
Every so often a favorite brand infuriates you. That's when brand loyalty and preference is genuinely put to the test. Saving a customer becomes a matter of swift, compassionate and effective customer...
View ArticleDon't Ignore the Power of the Human Voice
People crave human connection. A new survey of 1052 online customers by ATG concluded "live voice is still the preferred method of communication for most online buyers in most situations." This...
View Article3 Tactics to Optimize E-Mail Nurturing
Marketing is a process of nurturing interested prospects from awareness and info gathering through preference to conversion. E-mail has become our tool of choice because it's widely used and accepted,...
View Article7 Tactics for Social CRM
Social CRM or the use of social media combined with traditional CRM campaigns and software potentially gives marketers the ability to move faster, scale quicker and breakthrough long-standing internal...
View ArticleWhy Social is Part of a New Marketing Model
Traditionally, marketing is looked at through two lenses: the one-to-many approach (general awareness mass marketing) and the one-to-one practice (direct response CRM), with the voice of brand playing...
View ArticleWhy Opt-Outs Are Good for Business
New kinds of data collection and analysis about consumers’ online activities will dramatically increase the productivity of the Web and social media as brand communication channels. But marketers need...
View ArticleTransform Your Loyalty Program From Bank to Park
There are a lot of discussions going on about how to create loyalty in a world where the next best offer is a click away. Should we change the cadence or targeting or content of our emails? How can we...
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Why Google, Facebook and Apple love customer profiles so much
In my previous blog, we discussed the war between Facebook and Google, which is centered around the ownership of customer profiles. With Google+, Google has made a new and significant move to try to...
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7 steps towards customer engagement “the Facebook way”
In my previous blog, I made a start with reasons why not to use Facebook (or Google) as a substitute to build your own customer profiles. Although Facebook and Google definitely offer some great...
View ArticleBrand Experience is Everything
Every so often you have an encounter with a brand that reminds you how little marketers think about customer touch points and how difficult it is to control and shape the customer experience. In an era...
View Article7 Benefits of Toll-Free Texting
You've heard of toll-free calling, but what about toll-free text messaging? Text messaging is a key part of how we communicate both in the U.S. and globally. According to Pew Research Center’s Global...
View ArticleHybrid Contact Centers: The Cloud Will Set You Free
“Rip and replace” is a term that is all too familiar to the manager that is responsible for upgrading and modernizing their company’s infrastructure. Contact center infrastructure vendors have worked...
View ArticleBuilding Customer Relationships
I have more relationships that I can handle. I do a so-so job, managing up, down and sideways at the office. I do a little better with my gorgeous wife, great kid and lovelorn dog. I struggle to...
View Article“And The Freddie Goes To….”
In the travel business, loyalty programs are like fuel. They are precious, expensive and absolutely critical to running a business. In fact, the travel business even has its own award program for...
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Personalizing With Purpose
Most e-commerce sites still struggle to leverage the growing wealth of customer data to which they have access. This failure to integrate customer relationship management (CRM) activities with online...
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5 Top Trends in Mobile Marketing 2013
Mobile marketing is going to make some major moves in 2013 - just not how most imagine. Following up on our list of Top 10 Mobile Marketing Initiatives of 2012, it's time to look at some trends we'll...
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Matching Offline Data for Online Targeting
A Conversation with Live Ramp’s CEO Auren Hoffman When all marketers have universal access to an entire world of third party online segmentation data, advertisers are increasingly turning offline for...
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