Shakespeare Would Have a Field Day: A Comedy of Errors

Shakespeare Would Have a Field Day: A Comedy of Errors

This was the imperfect storm of events when it comes to United Airlines. You won’t believe it when you read it, but I swear it was true. But great customer service can beat any problem.

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

The differences between customer engagement, customer experience, consumable experience, and brand experience can have significant impacts on your company’s strategy. Paul Greenberg explains it all for you.

Days of future past: Pardon me, is that laptop a real Louis Vuitton?

Days of future past: Pardon me, is that laptop a real Louis Vuitton?

Style matters — and it has as long human life has existed. Thanks mostly to Apple and its devices, style now matters in technology — and makes a difference in our purchasing patterns. Paul Greenberg reprises a post from 2006: References may have changed, but the lust for and value of style hasn’t.

Where's the ROI in your CRM? It's in the process.

Where’s the ROI in your CRM? It’s in the process.

I’m down to the last chapter of The Commonwealth of Self Interest: Customer Engagement, Business Benefit and then have some editing to do. But I want to make sure that you keep getting some good reading in while I finish this. A couple of months ago at CRM Magazine’s CRM Evolution Conference, I ran across […]

A company like me: Beyond customer-centric to customer-engaged

A company like me: Beyond customer-centric to customer-engaged

Being a “company like me” takes more than simple customer-centric actions, it takes customer-engaged behavior at the level of the company’s DNA. Here are the characteristics of a customer-engaged company. Embed them into your business’ genetic makeup.

Customer engagement and the commonwealth of self interest: Part one

Customer engagement and the commonwealth of self interest: Part one

Self interest is not only the major driver in human behavior — the desire to live a happy life — but is also the prime mover in all customer-business relationships, by definition really. What does that mean for your business? Check this out.

How customer data platforms can benefit your business

How customer data platforms can benefit your business

Marketers face a new challenge: Unifying the data that’s spread among many systems. CDPs have real advantages over alternative methods of assembling customer data. Take a look at what Martech’s #1 influencer and analyst David Raab has to say about it.

Kicking off 2017: IoT, B2C, and CRM Watchlist

Kicking off 2017: IoT, B2C, and CRM Watchlist

Image: iStock Given the fragmentation of everything, which we all seem to think is occurring, I decided I’d align my thinking with that and give you some fragments of what I’m contemplating and planning for 2017, none of which are particularly connected with each other, but they’re all on the biggest stages. In addition will […]