March 2018

January 2018

The Only Reason Customer Service Should Exist

By |2018-02-19T00:29:31+00:00January 28th, 2018|Customer Service, Marketing, Metrics|

Is to change peoples' feelings. Tony Hsieh, one of Zappos' founders, set out on a mission to position their company as the provider of the best customer experience. They set about making this a reality by ripping up the standard customer service measures that are often used (number of rings before the phone is answered,

Vanity Metrics – Beware!

By |2018-01-22T12:24:00+00:00January 22nd, 2018|Marketing, Metrics|

"For years, corporate marketers have walked into budget meetings like neighbourhood junkies. They couldn't always justify how well they spent past handouts or what difference it all made. They just wanted more money - for flashy TV ads, for big-ticket events, for, you know getting out the message and building up the brand. But those