Twitter releases new customer service tools

Twitter, Inc. has added two new tools to help businesses provide improved customer service using its popular microblogging site. With the first, businesses can now easily transform a public Twitter conversation into a

Published on: February 18th, 2016 Eric Emin Wood

Why the marketing metrics you care about are ‘OMG! bad’

Bad news marketers - all your efforts to connect the customer satisfaction ratings and Net Promoter Score (NPS) to a solid return on investment for your business are doomed to fail, according to

Published on: January 12th, 2015 Brian Jackson

It’s a bad idea to make marketing solely responsible for customer experience

Companies that rely on marketing or another sole department to take care of customer experience are not only less effective on executing, but often end up spending more money on it, according to

Published on: January 7th, 2015 Brian Jackson

Dell measures 400+ variables to gauge brand – what do you do?

It's been a full decade since Frederick Reichheld revealed "the one number you need to grow" to the business world in an article published in the December edition of Harvard Business Review. The

Published on: April 2nd, 2013 Brian Jackson