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Marketing Articles: Customer Relationships

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  • You Belong in Pictures, Baby
    "In 2007, 9 million digital picture frames were sold, about 1 million of them Wi Fi-enabled," writes Katy Bachman in an article for Brandweek. "By 2010, that's expected to jump to more than 42 million, with the vast majority of them Wi-Fi equipped, according to data from IDC." Can advertisers ... more
  • I Need My Spicy Nutty Latte Grande
    Once hubs for consumers seeking a little indulgence on a busy day, many specialty coffee shops are now searching for ways to keep customers coming back. Does this mean the days of the Half-Caff Iced Mocha Latte Grande with Whipped Crème and Sprinkles are behind us? In other words, should ... more
  • Why Don't You Click With Me?
    Chances are good that fewer than 15 percent of your list clicked on at least one link in your last email. "Think about that," says Mark Brownlow in a post at Email Marketing Reports. "We have over 85% of subscribers not clicking on email they explicitly asked to receive. Over ... more
  • Shopper Marketing vs. the Asteroid
    by Mitch McCasland
    In a genre of disaster movies, there's a dramatic moment when an asteroid is plummeting toward Earth. Amidst a flurry of intense heroics, the asteroid is redirected... and tragedy is averted. But shouldn't the scientists be working sooner to change the asteroid's path? Which brings us to the relationship between ... more
  • How Packaging Your Offering Enhances Your Brand
    by Anthony Cirillo
    Is your company packaging experiences? Are they sought—or are they sold? And, drilling the concept down one more level: have you ever looked at yourself and considered the package that you offer and the experience you provide? In the current downturn, where layoffs loom large, those with the better shot at ... more
  • Four Parts to Valuable Personas
    by Angela Quail
    Recent buzz about personas has created some confusion. If you've tried to develop and deploy personas, you may have experienced resistance from other departments because they don't grasp the value that personas purportedly provide. The reason may be that personas (in the form of customer profiles) by themselves don't offer ... more
  • Case Study: How OfficeMax Helped an Education-Focused Charity Increase Funding and Classroom Adoptions
    by Kimberly Smith
    OfficeMax teamed with nonprofit Adopt-A-Classroom to create an annual event to recognize and reward standout teachers for their dedication and sacrifice. This year, OfficeMax stepped up its marketing for the program, upping classroom adoptions +800%. more
  • I See You. I Want You.
    Just when you've mastered the whole key word concept, along comes—key pictures? Online retailer Amazon.com has released a free downloadable mobile application for the iPhone and iPod touch that enables shoppers to search for products to purchase online by simply snapping photos of them. If you like your co-worker's shoes, ... more
  • When Word-of-Mouth Goes South
    Let's say you've gotten into a culinary rut—always going to the same few restaurants—and want to try something new. You visit a site like Yelp.com to see what customers think about various eateries in your neighborhood, and discover that some have uniformly positive feedback. One glowing review after the next ... more
  • Welcome Home!
    "A good opt-in procedure lays the foundation for a strong email program," writes Loren McDonald in an article at MarketingProfs, "but a well-thought-out series of welcome emails will help turn your newcomer into a long-term subscriber." A proper welcome program speeds up engagement, notes McDonald, and reduces list churn "because ... more
  • Nah, That's Not Just an Ad. Is It?
    You learned in school that there's no such thing as a free lunch. But as cable TV's popularity wanes against the force of the almighty Internet, it looks like "free lunch" has become stat quo: nobody wants to pay for TV shows, movies or SNL video clips anymore. They want ... more
  • The Long Goodbye
    "Contrary to popular belief among marketers," says a ReturnPath whitepaper, "an unsubscribe request is not necessarily the end of a customer relationship. By executing a well-thought-out, positive unsubscribe experience, a company can extend their brand equity and keep the customer for years to come, even if that customer is no ... more
  • Returns? Exchanges? Take It Easy.
    In a post at GrokDotCom, Jeff Sexton puts the winter-holiday quandary in blunt terms: "[Y]ou won't keep profit margins healthy unless you actively take business away from someone—either from direct competitors, or from businesses outside your market/category. If the pumpkin pie gets smaller, you'll have to cut a fatter slice ... more
  • Now, That's a Powerful Presence!
    A Web site has to accomplish two crucial things in its quest for success: to attract customers, and to hold their attention. To achieve both, optimum site design is critical. As David Salinas says in a recent MarketingProfs article, if you design a great-looking, user-friendly site with well-written marketing copy that ... more
  • I Know What You Did Last Summer
    "Online behavior is not limited to purchasing activity alone," says Sheldon Gilbert in an article at MarketingProfs. "To truly understand someone's buying potential, you need to see more than that. You need to know what they are looking at, what they are searching for and what they have recommended to ... more
  • Look to the Future, Scrooge
    As the economy sags, consumers are tightening their purse strings. And that's not good for business. This holiday season, the average customer is looking more and more like Scrooge. What's a marketer to do? Recent research says, it's time to get folks to look to the future. In a recent ... more
  • Let Me Go!
    In a recent blog post, Patrick Byers talks about an email he received from a ski resort announcing the opening dates for each of its mountains. "I don't recall signing up to receive these notifications," he notes, "but I was there last season, and might have provided my email address ... more
  • Eco-Logos: A Double-Edged Sword?
    by Jacquelyn A. Ottman
    Eco-logos are all the rage—but how valuable are they as a marketing tool? Are there some hidden risks that warrant a second look? Let's consider the three ingredients of an effective marketing logo—green or otherwise—and their implications for the savvy eco-marketer. more
  • All You Need is Patience
    If you're considering a site redesign for the new year, you'll want to optimize it for search engine results. What's the best way to optimize? Jody Nimetz at SEO Space says that designing a site to generate revenue through search takes a good amount of planning and, most importantly, patience. ... more
  • Surprise: You've Been Upgraded!
    Let's say you've been working around the clock on an improvement for your product, service or online interface. Because you know all about your upgrade, why it's needed and how much value it offers, you might forget that it will be a completely new concept to your customers. A post ... more
  • Sorry, I Have to Grab That
    Things are going great with your new customer. She's interested in that fabulous product you just showed her. You're about to go into a sales pitch to get her to upgrade to a pricier model, but just as you begin, the phone rings—and you have to grab it. Drat! Sale ... more
  • Look at What They Went and Did!
    "In the two weeks leading up to the November 4th election, email messages came fast and furious from both campaigns," writes Morgan Stewart in an article at MarketingProfs. "I saw … commonly held best practices to be emulated, other [elements] that should be avoided … and a few new concepts ... more
  • Mobile Marketing: What is UR txt msg str@tegy?
    by Alan Berrey
    Where R U? In other words, where is your text message strategy? When will your organization begin using text messaging and other mobile messaging services in your marketing, customer care, and collections processes? more
  • Email Marketing Insights From Obama and McCain
    by Morgan Stewart
    In the two weeks leading up to the November 4 election, email messages came fast and furious from the presidential campaigns of both John McCain and Barack Obama. In the last week, both supporters received at least two emails a day from both campaigns. In evaluating those email messages, I saw ... more
  • Case Study: How a Medical Imaging Company Helped a New Sales Team Establish Client Relationships and Surpass Sales Goals
    by Kimberly Smith
    In tough economic times, one company set out to care for its people in a unique way. Toshiba America Medical Systems efforts to align and nurture its sales team means the team is now on track to exceed sales goals. more

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