08th Oct 12
The Intention Economy - and Trust
I had the pleasure of speaking last week at Subscribed 2012 alongside Doc Searls, author of "The Intention Economy: When Customers Take Charge".
Read blog06th Sep 12
5 sure fire ways to screw up an email marketing campaign
For a couple of hours yesterday afternoon, I watched a surprisingly hostile set of events unfold as the result of an email marketing campaign gone wrong. A hapless employee at one of the world's largest CRM companies sent an email campaign out to 200 or so business individuals and landed themselves in a lot of hot water.
Read blog13th Mar 12
Building a Social Context (for better customer experience)
Some interesting write-ups are coming out of the SXSW conference, like this one by @techielicious that talks about the way today's social media tools are evolving.
Read blog29th Feb 12
Getting things right in the 'customer journey'
egain.com just published some very interesting pan-European research on how to maintain and improve good customer experiences. The full report can be downloaded from http://comms.egain.net/egain-survey/, but for those of you without the time to read it in full here are the highlights I picked out:
Read blog17th Feb 12
Customer experience: When brand communications become intrusion
Why good customer experience management is essential for business success... A recent report by Pitney Bowes suggests that consumers are becoming increasingly jaded as a result of excessive contact from businesses. Especially via email.
Read blog18th Jan 12
Why today's HTK Horizon launch is a big deal
Today we launch two new editions of HTK Horizon. A big deal? I think it is, and I'll explain why. This launch marks a major milestone for HTK, for small/medium businesses, and for the customer experience management industry.
Read blog19th Dec 11
Enhancing Customer Loyalty in 2012: Our Predictions
The Christmas bells are ringing and we are heading towards a competitive 2012 for businesses. Justin Bowser, head of online at HTK Horizon shares his insights into five key areas which he believes will help transform customer service and loyalty over the next few months.
Read blog14th Dec 11
Personalising the Customer Experience
HTK's Online Community Manager, Kayleigh Bendall discusses her insights into personalising the customer experience.
Read blog25th Nov 11
Sentiment and CRM: Working Together in Harmony
HTK's intern Cassie Bendall, discusses the benefits behind sentiment analysis. - What do people think about your company? - What problems are your customers experiencing? - What do they like about your company vs. your competitors?
Read blog21st Sep 11
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