"A good teacher, like a good entertainer, first must hold his audience's attention, then he can teach his lesson." - John Henrik Clarke When I was a young PR professional, I was lucky enough to have a great mentor. Among the most important things he taught me was to...
Today’s association communicators know all too well that creating a long-term, one-size-fits-all comms strategy are gone—they must instead deliver an integrated program that speaks to members on an individual level and positions themselves as the go-to source for...
As the days of brick-and-mortar retailers fall increasingly into the past, more and more businesses are turning their attention to setting up online. With an estimated 4.2 billion people hooked up to the internet, it’s no wonder business owners are choosing to invest...
It’s undeniable: we live in a time in which instant gratification and speed are highly valued. Patience wears thin quickly, much to the chagrin of those who still practice it. Customer service is a vital part of any business’ success, and it’s no longer safe to rely...
The fast food industry is holding steady with consumers’ emotions, ranking sixth out of the 15 industries studied in the latestBrand Intimacy 2019 Study, the largest study of brands based on emotion, from marketing intimacy firm MBLM. Brand Intimacy is defined by the...
The Customer Success profession has grown exponentially year-over-year, expanding beyond traditional job titles and taking on a larger strategic and financial role in an enterprise's business success. But even though great strides have been made in the recognition and...
Climbing the corporate ladder can be enticing for many of the benefits you get, such as a higher salary and being able to easily move around companies if you wanted to. However, as you get higher, you'll need to consider your image. Companies have been affected before...
Managing the public relations of a growing company can start to feel like a challenge as you begin to interact with more customers, clients, partners, investors, consumers, competitors and other parties, all of whom have their own unique interests and opinions. As the...
Hey brands, we can’t stress this enough: Retailers are struggling to retain their customers because consumers today increasingly have zero tolerance for a poor retail experience—and that’s what many of them are getting. Fifty-five percent of shoppers say just one bad...
How do financial services firms drum up business these days? New research finds that word of mouth plays the largest role in new business. A substantial segment of surveyed consumers (43 percent) said they first heard about the financial services provider they most...
The customer experience is becoming synonymous with disappointment—and brands still can’t figure out what to do about it. People are upset with the experiences brands are providing, and new research finds that 43 percent of people blacklist brands that fail to meet...
We’ve read aboutthe retail industry’s struggles with CX and customer service, but new industry rankings in brand intimacy show that retail is actually doing a good job of making an emotional connection with consumers. Retail ranked fourth out of the 15 industries...