Contributed by Leigh Duncan-Durst

  • Passionate About Your Product: What Brands Can Learn From Unofficial Bloggers

    MarketingProfs blogger Leigh Duncan-Durst interviews unofficial Starbucks blogger Melody Overton and discusses what brands can learn from these bloggers.

  • Why Amazon Doesn't Understand Social Commerce

    Even before the recent furor over Amazon's sale of the self-published "The Pedophile's Guide to Love and Pleasure," and the ...

  • Customer Experience: Do You Roll Out the Red Carpet?

    MarketingProfs blogger Leigh Duncan-Durst shares ideas about how to treat every customer like they matter ... and the dangers of ...

  • Facebook Is The New AOL

    Http://www.mpdailyfix.com/images/facebookleighdurst.jpg

  • Social Media Detectives - Power Unleashed

    Http://www.mpdailyfix.com/images/Chico.jpg

  • 10 Tips for Twitter Un-Marketing

    Social Marketers beware. Tapping in to highly vocal, critical, loyal, active and chatty network on Twitter may seem like a ...

  • Can't Buy Customer Love - SXSW Reflections

    In the course of attending the SXSW conference, I had the pleasure of listening to the amazing Kathy Sierra speak. ...

  • Loyalty and Lifetime Value

    I recently began to wonder how many of the airlines and hotel chains have really considered "Customer Lifetime Value" in ...

  • Categorizing Social Media

    Taking a look at "social media" it is difficult to comprehend the dizzying number of sites, tools and applications that ...

  • The Accidental Evangelist

    Last Saturday on Twitter, Whole ' "Tweet of the Day" caught my eye. The post, which "retweeted" a user's comment ...

  • Social Media Stalking? Plurkers Have Got Your Back!

    0 10Px Interesting drama unfolded a few weeks ago on I'm not providing specific names to avoid getting anyone in ...

  • Economy Changes Customer Value Perceptions

    The lagging nose-diving) economy is creating additional dimensions of customer need that may well force many companies to re-think their ...

  • Experience Files: Alaska Airlines

    There's a article at Fast Company by way of 37 signals about Alaska Airlines' proactive attempts to rethink the check ...

  • Social Networking: Application Overload!

    It seems each day I'm presented with yet another "killer app" I need to go evaluate and monitor. These seem ...

  • Crawling for Customers

    I once had a co-worker recount the tale of her junior account position at a 4A's agency. Her account was ...

  • Cottonelle On Crack (Literally!)

    Coco Chanel used to say that before leaving the house, every woman should check herself in a mirror and remove ...

  • FREECONOMY

    A ton of reports on inflation, unemployment and other economic indicators are slated to hit Wall Street. The Fed is ...

  • Feng with My Fries?

    Guess where I Here's a hint. It's a restaurant you have probably visited at least once in your life. Walk ...

  • Reasons to Have a Flexible Customer Service Policy

    Smart companies have customer service policies in place to protect their best interests and the bottom line. companies, however, know ...

  • When Scent Marketing Stinks

    There's no doubt, our sense of smell is powerfully tied to memory recall. Now more than ever, scent technology is ...

  • Scent Branding: Smell of Success?

    Some of you may think "scent marketing" and identify with a company like Yankee Candle, which understands the power of ...

  • Killing Customer Experience Gnats!

    My husband and I joined the family last month and I have to say, it's been good for the most ...

  • More on the Power of Persona

    I've talked about The Power of Persona and how using personas can foster a more tangible understanding of a target ...

  • The Power of Personas

    Imagine for a minute that you're on a charge to make your company -- or your product, or your Web ...

  • The Lifespan of a CMO

    Great article yesterday in Advertising on the average lifespan of a Chief Marketing . The article cites a study by ...

  • Experience Files: The Chop Shoppe

    Lately, I've been spending a lot of time with my fiancee, Brent, in Sioux Falls, South Experiencing new cities is ...

  • Not Your Mama's Marketing

    When was the last time your marketing plan looked anything like First, let me back up a minute. Recently, I ...

  • The Vicarious Experience

    I spoke on the subject of Customer Experience Management at the annual MarketingProfs retreat a few weeks We talked a ...

  • MTV's New Multi-Channel Transference Metric

    MTV Networks has conducted a study which proves multichannel/multiplatform brands have a higher level of "transference" (or positive brand association ...

  • Customer Experience Files: Taking a Bite out of Apple

    While Leigh is a huge Mac fan, her recent experience at her local Apple store was surprisingly underwhelming. In fact, ...

  • The Value of the MBA

    A recent study questions the ability of individuals with M.B.A. degrees to contribute to outperforming companies, adding fuel to the ...

  • Path Analysis: Discovering Customer Experience Pitfalls

    Northern Virginia is plagued by shopping centers with the most horribly engineered parking lots—some lots capable of holding thousands of ...

  • Customer Experience Management vs. Customer Relationship Management

    Many companies equate Customer Experience Management with Customer Relationship Management. But they are not the same. So what's the difference between ...

  • User Experience: Part of a Much Larger Whole

    Too many consultancies and agencies equate Customer Experience Management (CEM) with User Experience. They are not the same. User Experience is ...

  • What's the Difference Between Customer Experience Management and Experiential Marketing?

    Many people equate Customer Experience Management with Experiential Marketing. But in recent years, "experiential marketing" has become perceptually aligned with ...

  • Just What Is Customer Experience Management, Anyway?

    A growing number of books and articles are actively promoting the concept of Customer Experience Management, or CEM. There are ...

  • Evangelism vs. Healing: What Customers Really Need

    Evangelizing customer experience is easy; in fact, it's almost impossible to argue against. Preaching sermons on how to improve customer ...

  • Managing Marketing Burnout

    In addition to the skills required 10 years ago, today's marketer must possess more sophisticated marketing skills and a slew ...