Customer Experience is the New Black…and other Jargon

Customer Experience

If you’ve been paying attention at all, you know that I have a few pet peeves, and jargon or “business speak” is one of them. Why now, in 2020, are we suddenly interested in our customers?  Specifically: The Customer Experience (there’s an abbreviation, necessarily: CX) Here’s how one source defines the Customer Experience: CX is … Read more

Customer Acquisition v Retention Promotions

new clients vs. old clients handwritten in spiral notebook

Is a new customer worth more than a loyal long-time customer? Most research says no – in fact, it can cost 5 times more to attract a new customer. Why then are customer acquisition promotions better than customer retention promotions? For over 25 years, my clients included major US automakers. When it was time to buy … Read more

Note to Email Marketers: do your homework

women working on laptop.

Email Marketers: before you send me an unsolicited email asking for a phone appointment, please do your homework. Spend 1 minute looking at my website or Linkedin profile. It’s clearer to me every day that marketers are “throwing stuff against the wall” to see what sticks. Stop it. It’s annoying. My most recent favorite examples: The … Read more