June 29, 2012
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No Klout? No Kred? How To Create Your Own Social Index

Have you given much thought to the Social Index of your customers? Do you rely on third-party companies to tell you which customers should receive special attention, VIP treatment, freebies, and promotions? Ever wished you could see which of your customers are most influential based on your terms?Many companies are [...]

June 22, 2012
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How Has Communication With Customers Changed? – Part 1

Marketing was once entirely sales-based, but today, it’s all about relationships.  These relationships are “subscription-based” – they ebb and flow as customers and prospects tune into your messaging and communications.  Customers are ready to be an active, vital part of your business.  Are you ready for them? An estimated 75% [...]

June 21, 2012
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96 hours, 63 CEOs, 4 Themes

I recently spent four days at MIT with over 60 CEOs from around the world. Their businesses span a variety of industries and offer products and services that range from simple to complex. Over the course of dozens of conversations, one thing was consistent, their worlds were growing smaller, their [...]

June 20, 2012
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Five Points of Frictionless Feedback

It never ceases to amaze me when I am in a hotel, restaurant, or other consumer venue and I see a request for feedback that falls short of consumer expectations.  These may come in the form of a table tent, an insert with my bill, a QR code on the [...]

Facebook’s Mobile Money after Apple WWDC

Facebook has taken a significant beating lately in both the stock market and the press – and for legitimate reasons on both sides.  First, with 1 Billion members on their platform, Facebook is on the lips and minds of just about everyone, and their recent IPO means that the Average [...]

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