Last December, I wrote two blogs (Top 10 Marketing Challenges Part 1, Part 2) to help corporate leaders with marketing management responsibilities. In...

THE SITUATION: An epic phone-hacking scandal abruptly forced Britain's News of the World, the largest-circulation English-language newspaper on earth,...

We have all endured countless emails which waste our time because they are not relevant -- emails that recount inane workplace behavior or circulate urban legends. I ran across some valuable email guidelines.

Given the tens of millions of dollars that front-line people impact every day, what sense does it make to underpay and hence undervalue their role?

THE PROBLEM: Many companies think they are doing a far better job of engaging with, serving, and supporting customers than they are. THE SOLUTION: Ta...

THE PROBLEM: Social-media driven offers that should be igniting sparks with younger consumers are underperforming. THE SOLUTION: Learn about the rapi...

Marketing strategies and messaging which have not been recalibrated within the past 24 months are out-of-sync with the marketplace.

These strategies should enable you to be more proactive across all the customer touch points.

THE PROBLEM: "Competition is eating away at our market share... and using social media to do it." THE SOLUTION: Recalibrate your social media plan. I...

THE PROBLEM: You are a small company and cannot afford a full-blown Voice of Customer, (VOC) research program, yet you need VOC guidance. THE SOLUTIO...

You've probably noticed that social media has become the new platform for relationship marketing almost overnight. Communities like Twitter, LinkedIn ...

THE PROBLEM: A single thoughtless social message can cause a major PR disaster. THE SOLUTION: Use common sense and voice-of-the-customer feedback to ...

THE PROBLEM: A Customer Got Less Than Your Best... and Is Now Using Social Media to Tell The World. THE SOLUTION: Use That Same Social Media Channel ...

THE CHALLENGE: According to a survey from Merrill Lynch and Indiana University, charitable organizations around the country are reporting a noticeable...

THE PROBLEM: How do you transform your organization's relationships with customers? How do you get them to see your organization as a gathering-place,...

The real issue is not whether marketers should give consumers the opportunity to "opt-out" of tracking technology. The question is, what should marketers do to motivate consumers to make a conscious decision to "opt-in"?

THE PROBLEM: Disengaged consumers are using social media resources like Twitter, YouTube, and Facebook to stage large-scale revolts against companies ...

A few months ago, we had one of our cars serviced. We were then told to fill out the Customer Satisfaction form with perfect scores for the Service department.

Many factors contributed to Ford's shift from the breakdown lane into the fast lane. But there is something that has been lost in the discussion: the company's unprecedented dialogue with consumers.

A few weeks ago I called a local chimney-cleaning company and set up an appointment for a cleaning. When the workmen arrived, I asked them to remove t...

The Problem: My database is delivering steadily declining response rates. How do I overcome "list fatigue"? The Solution: Take the time to find out w...

The Myth: Consumers are no longer willing to share in-depth information with marketers. The Reality: There are five prerequisites that, if addressed ...

We just returned from a lovely vacation in the Caribbean. As we've done for the last 30 years, each year we find a new place to relax and recharge. T...

In our previous blog, we examined the first five marketing "game-changer" challenges that CEOs will face in 2011. Now let's review the second half of the list.

CEOs surveying the 2011 landscape will face ten major challenges.