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Caveman Marketing and Attracting New Customers

Caveman Marketing The marketing funnel is one concept that companies pursue to convert the prospect into a new customer. To me, it’s caveman marketing. It works like this: the prospective customer visits a website and surrenders their email in exchange…

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Customer Feedback Done Right at Walmart

As I mentioned in one of my earlier posts on customer feedback, companies like Delaware North have good intentions, but their internal processes betray them. Yet, a megacorp like Walmart does it right. I wanted Martinelli’s sparkling cider, and the…

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Feedback Forms: A Lesson in Futility

As marketers and PR pros, we all know why all businesses should have a feedback mechanism in place, from an email address on a receipt to a toll-free telephone number. However, I wonder if businesses are sincere in their efforts….

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Can We Catch The “ROI Leprechaun”?

I’m finally back into blogging. In May, after two years, I finally completed my MBA. Needless to say, I neglected my duties here with end-of-term projects, consulting and more. Now, on to the good stuff. Fortunately, I work with clients…

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Building Customer Confidence the Express Scripts Way

Talk about irony and timing. Earlier this week I posted a Tweet, denouncing my health insurance carrier’s former prescription partner, Express Scripts, owned by an Andy Mayer. I won’t bore you with the details, but Express Scripts claims not to…

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Lessons Learned From Being Ignored

I’m fickle. I’m particular. Or maybe,  I’m just smart. At least I thought I was. Four weeks ago, I came across three, long-term opportunities. Some had elements that were out of my area of expertise. I needed a partner. The…

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Heading To Vietnam Today

I’m heading off to Hanoi, Vietnam today. Most of my preparation over the last couple of weeks, besides packing, has been lots of reading and posting my pre-trip impressions/plans here: Boise State University eMBA blog. While our mission is strictly…

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WinCo Foods – Now Is Not the Time To Suck

Dear WinCo Foods, In today’s tough economic times, now is your time to capture market share. Sure, your competition offers fancy, well-lit displays; clear aisles; most name brands I like to consume; cheerful employees who offer to help me out…

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The Power of Twitter and Customer Service

Yesterday I talked with a friend about her experience with Twitter. She was in a minor traffic accident and was frustrated the other person’s insurance company. While she has been trying to do the right thing, the company’s representatives were less…

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Passionographics

When I talk with clients and colleagues about gaining a deeper understanding of their customers, demographics alone have real shortcomings. I talked to one startup that claimed it was targeting 1% of Facebook users. I asked about which 1% they…

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