Author: G01d0926

Is Word-of-Mouth More Important than Advertising? Is Word-of-Mouth More Important than Advertising?  “Mad Men” popularized the glory days of advertising which dominated marketing 101 for decades.  In the world of customer advocacy, digital...

Using Customer Insights to Focus Employee Improvement Efforts For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked...

Test Before You Commit: How Eye-Tracking Research Can Help You Improve Your Retail Customer Experience Over $600 Billion is spent on advertising every year – much of it in retail promotions – to influence shopper behavior.  But there is...

Connecting Research to Results #3 – Where is Your Customer Retention Leaking? And How Do You Fix it? Companies spend over $1 Billion every year to retain the customers they have acquired.  A few companies understand the key logical and...