Tackling Customer Dissatisfaction

Experience is everything. That’s my sermon when speaking to crowds in the community about how to increase profitability and decrease attrition. When I visit brands and have a great experience, I run Twitter and tweet about it. To that same philosophy, I run toTwitter and tweet about negative experiences as…

Is Mystery Shopping Dead?

I’ll be the first to admit, I thought Mystery Shopping was dead. Not because I had any analytical data but because I remember the rigorous process of the mystery shopping experience when I was in sales at Verizon Wireless. As reps, we were quick to identify the mystery shopper because…

Broadcast Marketing to One-on-One Marketing

Marketing experts were in a frenzy when the social media boom happened. Immediately, there was a new medium available for marketing that could allow them to broadcast to large groups in a relatively cost-efficient way. Millennials led the charge on broadcasting everything, and as marketers targeted millennials, they already were…

The Power of User-generated Content

According to most research, millennials spend nearly three to four hours looking at user generated content. User generated content can include social media posts, blogs, pictures, video and more. User-generated content is now becoming more prominent than traditional media like radio, television and newspapers. What’s even more interesting is according…