Articles & Innovator profiles Whitepapers and Videos
Customer Experience (CX), Customer Relationship Marketing, Voice of Customer Research, Customer Engagement
 

Whitepapers and Videos

 
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ERDM Executive Overview (PDF)

 
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24 Tips for CX Innovation

 
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3 Keys To Addressing Today’s Retail Personalization Gap

 
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Achieving customer experience

excellence at seven critical

life cycle points

 
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5 Ways to Use Human Data to Drive Deep Engagement

 
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8 Questions to Determine if Your Company is Committed to Personalizing the Customer Experience

 
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8 Essentials for Effective Online Communities

 
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5 Strategies for Transforming Your Customer Experience

 
 
 

MarketingSherpa Interview; VoC research insights for MassMutual and Gilt

 
 
 

Books

I wrote this book to help marketers treat customers the way we, as consumers, want to be treated, and at the same time, achieve double-digit increases in response and revenue.

“The essential bootstrapper’s guide to high-impact marketing... If you’re running an entrepreneurial company, buy this book, read it, make your management team read it, and begin implementing the ideas today.”
— George Gendron Editor-in-Chief, Inc. magazine

Voice-of-the-Customer Marketing

Available at Amazon and Barnes and Noble