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The oldest rule in marketing and business is...

"The customer is always right”

…But is this really true? I think I just heard a unanimous “NO WAY!”

I recently put this ideology to the test when conducting a round table discussion at a conference. As you might expect, some...

Me : Alexa, buy toothpaste.

Alexa: Okay. What kind would you like? I’d recommend Colgate.

Ads from Alexa: crossing the line, or a natural next step?

At first Amazon said, "there are no plans to add ads on Alexa." Now the story is changing, and they are saying, "Alexa is t...

Are customer service reps so busy following scripts that they don’t even listen?

We are living in a world of personalization, where expectations for customer experiences are at an all-time high, and service is no exception; in fact, it’s arguably at the top of the pyram...

5 trends to watch out for when developing your B2B strategy

You are not just a number. I was recently conducting digital marketing workshops at a manufacturer annual dealer meeting, and while I was preparing the content for the workshop, I took some time to review all p...

Ever wonder what to include in your "Welcome" emails to your new and potential customers? Ready my latest article on how welcome emails can help you close sales.

60% of your customers’ journey takes place before they talk to a sales rep. You may ask, “what does this have to do with a content audit?” Well, let me give you an example. Sarah H is a consumer in the market to buy a new car. She’s had the same hand-me-down, economy s...

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The Customer is Always Right...Right?

March 14, 2018

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