4. Practice attention marketing – and make it measurable

by: Jon Miller

Customers today have become adept at tuning out unwanted marketing. Personally, I am in the business of marketing, and yet still I tune out as much marketing as I can.

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Top Ten Trends in Marketing Innovation

by: Stefan Kolle

I’ve put together the 10 key trends I see for 2007 in Marketing Innovation. None of these are new, except for Net Promoter Scores which have only been around for a few years.

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Measuring Emotion in the Customer Experience

by: Chris Lawer

We have been doing some work recently helping a client identify appropriate means to measure  emotions in the customer experience.


Here are some example methods which I briefly describe:


Used by: Intuit, American Express, Enterprise Rent-A-Car, GE Capital, Norwich Union

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Lousy Customer Satisfaction-It’s a Global Phenomenon!

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Promoters Versus Detractors

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