December 19, 2020 • 1 min read
The best customer experiences delight and surprise. They give you something you didn’t expect. In this third (and final) episode of my TWA Hotel trilogy, I talk about the plethora of “wow” moments that turned me into a permanent fanboy. How are you wowing your customers?
In an effort to achieve total CXM harmony, we’re going back to basics.
October 12, 2021 • 1 min read
It’s an exciting time to be in marketing. Organizations are finally waking up to the fact that their brand isn’t what they say it is. Their brand is a reflection of the experiences they land with their customers. In this Adweek webinar, Danny Wright and …
August 9, 2021 • 1 min read
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement — a sea change that gives brands unp…
August 6, 2021 • 1 min read