Fortune 500 Companies Using Social Media to Reach Customers
Utilizing online media sites to promote brand awareness seems obvious by now. As Monica Ginsburg shows in this Crain’s article, there is methodology to marketing your brand successfully. She cites...
View ArticleNewly Frugal Generation Revives Discount Dining
Populous states like Florida, California, and New York are still maintaining unemployment figures teetering around 10%. Despite pundits boasting about our recovery and improving economy, chances are...
View ArticleConnecting the Dots Around The Customer: It’s the CMO’s Responsibility
David Cooperstein, writing for Forbes, says marketing executives must go beyond simply overseeing marketing programs. They must “own” the customer experience. Otherwise, the end result does not reflect...
View ArticleBuild Your Customer Experience Roadmap
What makes one brand more desirable than another? Bruce Temkin’s Forbes article provides the answer: better brands obsess about customer needs. Recently, Forrester Research ranked 133 US companies...
View ArticleFord CEO: 14 Lessons in Leadership &
What makes a great leader? In this article by Glen Gilmore about his observations of Ford Motor Company CEO, Alan Mulally, at a charity dinner, he delineates how Mr. Mulally has ‘lead by example’. In...
View ArticleEstablish Brand Image in Online Media
Brands are not tangible. According to Mahesh Murthy in this WSJ article, they exist in “the hearts and minds of people.” The brand is how your relevant audience perceives you. Taking these to be...
View ArticleSurvey Says Loyalty Programs Must Get Personal
In a new study, “Giving Customer Voice More Volume,” conducted by the CMO Council and sponsored by Satmetrix, they found that despite the importance of guest experience and customer word-of-mouth...
View ArticleSocial Networking Not Enough for Good Customer Service
In the last few weeks, I’ve posted articles exalting social media and its impact on your company. We’ve seen successful brands grow from marketing via Facebook and Twitter, but we must remember to be...
View ArticleDiamonds in the Census Mine
In Diamonds in the Data Mine, Gary Loveman’s (CEO of Harrah’s Entertainment) quintessential article about customer relationship management (CRM), he showed how Harrah’s gathered data about its...
View ArticleReputations at Stake, Companies Try to Alter Word of Mouth Online
As the definition of Web 2.0 continues to evolve at a breakneck pace, companies across all industries, including the hospitality industry, must be limber enough to play a game where the rules and the...
View ArticleBuild Your Customer Experience Roadmap
What makes one brand more desirable than another? Bruce Temkin’s Forbes article provides the answer: better brands obsess about customer needs. Recently, Forrester Research ranked 133 US companies...
View ArticleFord CEO: 14 Lessons in Leadership &
What makes a great leader? In this article by Glen Gilmore about his observations of Ford Motor Company CEO, Alan Mulally, at a charity dinner, he delineates how Mr. Mulally has ‘lead by example’. In...
View ArticleEstablish Brand Image in Online Media
Brands are not tangible. According to Mahesh Murthy in this WSJ article, they exist in “the hearts and minds of people.” The brand is how your relevant audience perceives you. Taking these to be...
View ArticleSurvey Says Loyalty Programs Must Get Personal
In a new study, “Giving Customer Voice More Volume,” conducted by the CMO Council and sponsored by Satmetrix, they found that despite the importance of guest experience and customer word-of-mouth...
View ArticleSocial Networking Not Enough for Good Customer Service
In the last few weeks, I’ve posted articles exalting social media and its impact on your company. We’ve seen successful brands grow from marketing via Facebook and Twitter, but we must remember to be...
View ArticleDiamonds in the Census Mine
In Diamonds in the Data Mine, Gary Loveman’s (CEO of Harrah’s Entertainment) quintessential article about customer relationship management (CRM), he showed how Harrah’s gathered data about its...
View ArticleReputations at Stake, Companies Try to Alter Word of Mouth Online
As the definition of Web 2.0 continues to evolve at a breakneck pace, companies across all industries, including the hospitality industry, must be limber enough to play a game where the rules and the...
View Article
