Meeting of the New Marketing Minds, Part 1

Last week I was fortunate to have attended the New Marketing Summit at Gillette Stadium in Foxboro, Massachusetts. There was certainly no shortage of information and knowledge sharing going on during the two day event. A wide-variety of non-stop sessions and panels filled each day, while keynotes from hosts Chris Brogan, Paul Gillin and David [...]

Who Owns Your Brand?

Right now we are participating in a Twebinar (think Webinar + Twitter) hosted by Chris Brogan and Radian 6 on the topic of “Who Owns the Brand?” Do companies own their brand or do the customers own the brand? There are a lot of differing opinions on the subject. I believe companies own the brand [...]

Did Alka-Seltzer fizzle out at building community?

Bayer Healthcare recently launched a summer-long online marketing campaign around their Alka-Seltzer brand called the “Great American Road Trip.” After coming across the micro-site that supports the campaign, I was pleasantly surprised by the much cooler and more “hip” brand presentation than you might expect from an antacid maker. The flash-based site does a great [...]

Customer Service Part II – Do Your Customers Hate You?

On Friday we wrote about how customer service still matters. Today’s Boston Globe reiterates the importance of great customer care in a Business Filter blurb titled, “Customers Hate You.” The Globe pulls a few gems from the recent Marketing Daily study, “America Suffering Customer-Service Meltdown,” indicating, “that about 62 percent of Americans say companies “don’t [...]

In a Web 2.0 World, Customer Service Still Matters

With all the do-it-yourself technologies prevalent in today’s Web 2.0 environment, customer service is very often stripped down to an IM chat or email. Often it’s impossible to get a human on the phone when you most need it, and when you do happen to “catch” a customer service representative, cultural barriers, sour attitudes and [...]

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