By Paul Greenberg on October 31, 2017
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.
By Paul Greenberg on October 17, 2017
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.
By Paul Greenberg on October 9, 2017
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.
Posted in Trends & Concepts
By Paul Greenberg on July 18, 2017
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 […]
By Paul Greenberg on July 10, 2017
Well, while I am still heads down on writing the final chapters of my new book, The Commonwealth of Self-Interest: Customer Engagement, Business Benefit, now due out between June and August of next year from Harvard Business Press (a long-winded approach if I have ever had one), I, of course, continue to provide you with […]
By Paul Greenberg on May 15, 2017
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.
By Paul Greenberg on April 5, 2017
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.
By Paul Greenberg on February 13, 2017
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.
By Paul Greenberg on January 24, 2017
This is the 10th year of the CRM Watchlist, and the contest gets harder every year. Yet every year, not only do some of the expected win, but some lose and new winners emerge. Suspense killing you? Read on…
By Paul Greenberg on January 9, 2017
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 […]