Tags » Elizabeth Williams

Three Reasons Customer Experience Management Fails - Part II

Last week we looked at Customer Experience management (CEM) and the three reasons I think we’re doing it wrong. Reason #1 was forgetting that at the beginning, middle and end of all customer experiences is emotion. 816 more words

B2B Marketing

Three Reasons Customer Experience Management Fails

If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study . The most recent edition is from 2013 and it tells us that almost $76-billion in revenue is at risk thanks to “extremely” and “very” upset US households who called to complain about something. 658 more words


Only You Can Prevent Feature Puke

If you want to have fun at an otherwise dull wedding or corporate event, try to sit next to a professional event planner. When they aren’t trying to plan their own events, they can be found sitting in the back of other people’s events dishing out the catty remarks that make the back row so much fun. 774 more words

B2B Marketing

February 25, 1852

1852 Feb 25 Wednesday Was at work about the house untill

about ten and had just got seated at my sewing

when Mother & Alson came  They were here to  224 more words

19th Century

To Everything Spin, Spin, Spin

I very much doubt there is a marketer in North America who has not attended a presentation by someone who worked on the first Obama campaign. 1,583 more words

B2B Marketing

Why We Need to Shut Up and Let Our Customers Buy Something

There are a few statistics that are used to torment marketers.  We’ve all had some chief something or other office sneer that 50 percent of advertising is wasted. 996 more words

B2B Marketing

Conversations Matter

Oh dear, poor Radio Shack has bought the farm. To be honest, I thought they’d gone to Retail Heaven years ago, but apparently they struggled on far longer than I would have thought likely. 901 more words

B2B Marketing