Posted in banking, branding, community, consumer engagement, consumer perception, customer engagement, customer interaction, donor engagement, follower, fundraising, leader, marketing, network, social marketing, social network, spur communications on Jul 29th, 2010
I used to skydive. If you haven’t tried it, I recommend it. It’s fun. So when my son told me he and his friends were going skydiving I was O.K. with it. I checked out the airport and club behind his back just to make sure it was fine. After all I am his dad. [...]
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Posted in CRM, SPURspectives, banking, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, financial services, follower, marketing, marketing budget, marketing innovation, network, social branding, social marketing, social media, social network, spur communications, transformation, web on Jan 25th, 2010
Have you ever been so delighted with something that you called the provider’s call center to tell them? Yeah, I haven’t either. Have you ever called for help because you’re having a problem? I think we all have and it usually isn’t pretty. Working in a call center is a tough job. Lots of companies [...]
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In past blog posts we have discussed 1:1 Multichannel Marketing as a strategy to engage customers in individual, personal conversations generated by the use of customer data. Over the past several months, we have seen a tremendous increase in traffic to our website from people searching for 1:1 Marketing which got us thinking. Why are [...]
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As a young girl in Overland Park, Kansas in 1980-something there’s nothing I wanted more than an Atari. I remember standing in the electronics department at Venture at 95th and Metcalf begging my Dad for the Atari 2600 so we could be cooler than the neighbors who only had the console with lame sports games. [...]
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Posted in 1:1 Marketing, branding, consumer engagement, consumer generated content, customer engagement, customer interaction, individualized marketing, one to one marketing, personalized marketing, social branding, social media on Nov 17th, 2008
Spoiler Alert: This post has nothing to do with two headed antelopes (or llamas, if you’ve only seen the Dr. Doolittle of the movies) or talking to animals. It is about connecting with your constituents in health, wealth, and wisdom and a process for building a personal relationship with each of them.
You know, now that [...]
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I was recently renewing my car insurance and found a lovely surprise online. I’ve been with Progressive for years and have always had a great experience with them. So when I went online to renew, being a marketing guy, I was greatly surprised to see all the “Social Media” components they had on their site. [...]
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Posted in banking, branding, consumer engagement, consumer perception, customer engagement, customer interaction, financial services, individualized marketing, kansas city, marketing, personalized marketing, spur communications on Oct 29th, 2008
Have you heard from your bank lately? I mean other than a credit card offer or your monthly account statement? I haven’t heard from mine. I have a personal banker and a banker assigned to my corporate account. I know who they are and they know me. Yet, not a word — the quiet is [...]
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I got to use my other extended warranty recently ‹ I’ve bought two in my life. I wrote about the Apple warranty in a previous post, this one is for my Sprint cell phone. Now don’t run to another post just because I said Sprint. Poor Sprint. My hometown telco, struggling to survive. I love [...]
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Posted in Uncategorized on Oct 22nd, 2008
I had a fairly unpleasant experience recently when my trusty iMac had a meltdown. This is never any fun. I’ve been around computers enough to have lived through a variety of disastrous experiences — all recoverable, but a pain nonetheless. The most recent episode got me thinking about how customer service can create brand erosion. [...]
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Twitter…what a fascinatingly, odd idea. Our agency started participating in this social media phenomenon to see what the fuss is all about. I have to admit, at first I thought it was one of the stupidest ideas I have ever seen…why would I want people to know what I’m doing all the time? So, I [...]
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