Customer Engagement – Emotional and Analytical Aspects

I recently ran across a customer engagement article on the UK website, FinanceWeek.co.uk. It offers a beautifully succinct definition of customer engagement and explains why it’s so important.  In the article, “Customer Retention or Attrition – The Choice is Yours,” Neil Craig defines customer engagement as…
“Customer engagement goes far beyond customer satisfaction to embrace loyalty [...]

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Insurance Leaders Discuss Web 2.0 as Customer Engagement Tool

I have recently come across an article on the “Insurance and Technology ” website that I invite you to read. It’s called “Insurance Industry Leaders Discuss The Opportunity Of Web 2.0 ” by Peggy Bresnick Kendler.
My favorite highlight from the article…
When asked…“What are the Reasons for a lack of interest in Web 2.0 in certain [...]

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Increase Consumer Perceptions in the Financial Service Industry

Forrester Research has recently published its Customer Advocacy 2008: Consumers Rate Their Banks, Brokerages, and Insurers. The contents were highlighted by 1to1 Media senior editor, Kevin Zimmerman in his article, Consumer Rankings of Financial Services Firms Hits Five-Year Low. Zimmerman stated that consumer perceptions in the Financial Services industry have hit their lowest levels since [...]

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Customer Engagement through Operations

I recently had an issue with my bank regarding online fraud and had to cancel all accounts and open new ones.  A few months later, one of the canceled accounts (that had fraud on it) reared its ugly head back onto my online banking with an astronomical negative balance.  After many days of going back [...]

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The Case for Personalized or One to One Marketing

When marketers and advertisers talk about personalized or one to one marketing, a lot of questions arise as to why we would want to get that close to our customers.  Let’s take a look at our daily communications.

We all have friends, co-workers, significant others, and acquaintances in our lives. Our communication style differs between each [...]

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Gain Permission before Engaging in a Relationship

In his recent article, Congress asks Embarq about Selling Customer Info, posted today, AP writer David Twiddy explains why Congress is looking deeper in the online subscriber tracking activities performed by Embarq with association NebuAd, a company focused on tracking subscriber visits for marketing and advertising purposes.  The allegations discusses that Congress wants to know [...]

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Customer Engagement through Social Media

In the July 14 AdWeek article, Why Brands Need a New Kind of Leader, Brian Morrissey discussed why companies need to have a social media expert to lead and control the customer engagement strategies in the social media environment.  In the article, Brian discusses two major companies, Ford and PepsiCo, and how they have hired [...]

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Social Branding

What comes to mind when you think of your company’s brand?  Is it a logo? Slogan?  Feeling?  Customer service?  These are just a few of the requirements for a successful corporate brand.
 
Walter Landor defined branding as “…a brand is a promise. By identifying and authenticating a product or service it delivers a pledge of satisfaction [...]

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How Budweiser Could Have Come Out on Top

For weeks now, America has been on pins and needles watching the ever-lasting struggle between America’s own Budweiser and the foreign InBev in their epic battle on who will become victorious.  It looks today that InBev finally got the better of the Budweiser shareholders forcing Auggie to engage in friendly conversations with the management of [...]

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Customer Engagement is the New Marketing

In his 1986 mind-blowing compilation, Marketing Imagination, marketing guru, Dr. Theodore Levitt defined Marketing as a company’s ability to “create, keep, and enhance a customer.” The ability to add the word enhance has really set marketing, as we know it, in the right direction.
Over twenty years later, this profound idea and theory are still being [...]

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