In the upcoming book, “Blue Goldfish 2.0,” Chuck Gallagher and I explore how AI can lead to more personalized, engaging, and efficient customer interactions. Looking at more than 400 case studies, we’ve uncovered 8 ways to utilize the transformative power of AI and data analytics into the fabric of customer experience. One of those ways […]
Leveraging AI in customer experience represents a huge opportunity Read More »
I’m typically not a fan of when LinkedIn publishes your work anniversaries. But today is a rare exception. Today marks my 10th anniversary of being an Instructor for the Association of National Advertisers (ANA). I’ve been honored to be part of ANA’s Marketing Training & Development Center over the last decade. If you are not
Celebrating 10 years as an ANA instructor Read More »
A study by Gartner revealed that a five percent decrease in attrition can yield an in- crease between 25 to 95 percent in bottom-line profits. The overwhelming traditional view of marketing is the process of acquiring prospective customers. It is not uncommon to find companies spending 80 percent of their marketing budgets on getting consumers
Flipping Traditional Marketing Read More »
What’s your B.A.N.G? A BANG is not to be confused with a BHAG. Defined by Jim Collins in “Built to Last”: “A true BHAG (Big Hairy Audacious Goal) is clear and compelling, serves as unifying focal point of effort, and acts as a clear catalyst for team spirit. It has a clear finish line so
What’s your B.A.N.G? Read More »
