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Marketing Articles: Customer Relationships

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  •  Y U Trippin'?
    There's no question that the advent of online communication has lowered our expectations for proper grammar and spelling—in the casual environments of instant messages, email and blogs, we forgive the occasional flub or "where r u?" without giving it a second thought. But what if you're exchanging tweets or emails ... more
  • Case Study: How One Company's Content Marketing Improved Qualified Lead Generation, Boosted Revenue 38%
    by Kimberly Smith
    Good content can position your company as an expert in its field, delivering more and better-qualified traffic to your door. Here's how one company leveraged its vendor-neutral whitepapers, podcasts, and more to increase leads, conversion, and (ultimately) revenue. more
  • Words, Words, and More Words
    A new trend uncovered by Hitwise reveals that search queries on all major search engines are starting to get longer and longer. In a recent study, the measurement firm found that searchers are typing four or more words at an increasing rate to find what they're looking for. Searches using ... more
  • Don't Make This Harder Than It Is
    "I am still unsubscribing from lots of emails in an email account that I no longer wish to use," writes Tamara Gielen in a post at BeRelevant!  "While doing so, I've come across a couple of practices that make me want to scream." In truth, she has encountered more than a ... more
  • Orange Crush
    When Tropicana unveiled entirely new packaging for its Pure Premium orange juice early this year, the company received an unexpectedly vocal response from a small cadre of customers. According to Stuart Elliot, writing at the New York Times, they didn't mince words—using adjectives like "ugly" and "stupid," the unhappy shoppers ... more
  • Behold the Golden Channel
    If you're new to digital marketing, you're not alone—and it's never too late to start making an online impact. This especially holds true with email—which, for many marketers, has proved to be the Golden Channel. Case in point: Seiko. "Two years ago," writes Dianna Dilworth in an article at DM ... more
  • When the Crowd Attacks
    On Friday 2/27, Skittles surrendered itself to the Zeitgeist. Visits to Skittles.com led users directly to Wikipedia (later changed to a Twitter search for "skittles," then to the official Facebook fan page), and attempts to explore the site navigation—little more than a pop-up—guided users elsewhere still: flickr, YouTube, Summize. The ... more
  • I Just Need to Know You Care
    What's the key to keeping customers loyal during the downturn? A new report from Forrester Research says it all comes down to showing that you care. "Customer experience" is the top determinant of customer loyalty right now, the research says. Bruce Temkin, VP and principal analyst, customer experience, at Forrester, ... more
  • Tell Me More, Tell Me More
    Under normal circumstances, Dylan Boyd believes email copy should be clear and concise. He explains his straightforward rationale in a post at the Email Wars blog: "[I]f I get 500-700 emails a day in my inbox, then I need to know WHO, WHAT, WHY and What's in it for me. ... more
  • GM's Biggest Strategic Blunder
    by David A. Aaker
    GM's CEO, Rick Wagoner, has opined that the automaker's biggest blunder was to walk away from the electric car. But GM's biggest strategic blunder might have been its failure to view Saturn strategically—and as a consequence not allowing it to fulfill its destiny as a domestic competitor to Toyota, Nissan, and ... more
  • Case Study: How Kodak Generated Marvelous Results by Turning Users Into Superheroes
    by Kimberly Smith
    Kodak knew that in all of us there's a superhero yearning to come out. It launched a viral-video campaign that reached two million customers and prospects who unleashed their inner superhero (along with howls of laughter), generating traffic to—and sales for—KodakGallery.com. more
  • Now, That's a Tiny Window!
    In search, you have a very short window of opportunity for engaging your prospect. The key to ensure you get seen through that tiny window: give searchers exactly what they're looking for. One way of doing this, says Medium Blue's CEO Scott Buresh in a MarketingProfs article, is to use ... more
  • Sure, I'll Come Fly With You!
    It's refreshing when a company seems to get it right, and DJ Waldow uses a post at the Bronto blog to explain why email messages from US Airways impress him on a regular basis. Why, it's like they're singing "Come Fly With Me!" Here's what sets them apart, according to ... more
  • You're Driving Me Crazy!
    Dylan Boyd, who blogs at The Email Wars, tells the story of an email with the subject line: "Limited time only: save up to 25%! Plus get free shipping." Within, he discovered more action verbs than you could shake a stick at. At the top of the email there's a ... more
  • It Really Is All in the Mind
    Lingerie label Agent Provocateur is characterized by its risqué unmentionables and the naughty ladies that grace its adverts. So when it announced plans to explore social media earlier this year, we thought we knew what to expect: simpering femmes fatales that appeal more to men than women. We scoped out ... more
  • Tell It Like It Is, With a Smile
    "Given the challenging times we're living in, it's likely that the worldview your prospects hold today is not the same one they held a year, or even several months, ago," says Ardath Albee in a recent post at the Marketing Interactions blog. So, have your communications changed to reflect the ... more
  • Coming on Too Strong
    Not long ago, Ardath Albee of the Marketing Interactions blog registered with a company's Web site so she could download a whitepaper that looked interesting. The next day she received an email from a "Sales Development Specialist" asking Albee to place herself in one of three "buckets" so he could ... more
  • Terms, Shmerms! Why Business Can't Afford to Get Distracted by Facebook's Usage Policies
    by Crosby Noricks
    There's been a lot of brouhaha of late about Facebook's ill-fated attempt to change its terms of service to maintain licensing rights of terminated accounts—and understandably so. The issue of customer data ownership is an important one. However, many businesses with an active presence on the social site are now fearful ... more
  • The Top 4 Ways Smart Marketers Use Digital Branding Applications to Operate More Efficiently
    by Allen Adamson
    As part of the research I did in preparation for my recent book, BrandDigital, I interviewed some of the best and brightest people in the fields of marketing and digital technology, and they provided incredible insight on how digital tools and tactics can be used to not simply increase operating ... more
  • Case Study: How a Facebook Game Attracted 10 Times the Traffic, New Fans, Real Sales
    by Kimberly Smith
    Here's how a single Facebook game application attracted more than 11,500 plays, 10 times the usual traffic, 5,500 new fans, and more.... more
  • Monday, Wednesday, Happy Days
    Is it better to send an email on Monday or Wednesday? What about Tuesday or Friday? If you wonder about each day's pros and cons, a post at the 60 Second Marketer has some practical advice. Here's a sample of their wisdom: Sending a message on Monday has the advantage ... more
  • Give Away the Good Stuff
    "If you want to create something very good," says Tom Peters, "it takes time, energy, and sometimes money." That, he argues, is exactly why you should give away your finest know-how for free. Before you beg to differ, consider his ten-point business case, which includes reasons like these: It increases ... more
  • Dare to Go Viral, Part Two
    Last week, we offered tips to help you determine your authentic corporate voice. Now that you've collected some cool insights, here's our second set of tips, to help you in your final phase of daring to go viral. Think hard on the data you've collected, and imagine scenarios where you can ... more
  • You Come Here Often?
    "Blogs, wikis, podcasts, vodcasts, social networks, mobile[s] … webinars, e-newsletters, print magazines, trade shows, RSS feeds, industry websites …" These are just some of the channels now available for meeting and greeting B2B prospects and customers, reports Stacy Whisel in a post at the B2B Insights Blog. So, with the ... more
  • What Am I, Chopped Liver?
    It looks like companies may talk the talk of customer service, but not that many walk the walk. That's the finding of a recent study by the CMO Council. As reported by Internet Retailer, the study's results show that, "Despite overwhelming agreement on the importance of the customer experience and ... more

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