Something bad happened, now what?

Raise your hand if you’ve ever been in a car accident? What about, did you ever break a bone? How about you broke a plate in the kitchen? (I’ve done two of the three – I will let you guess which one I haven’t done…yet.) The point is none of these things were planned, right?…

Back to basics

We all have a nightmare customer service story these days, don’t we? I mean, it might not have been as bad as United Airlines or Delta, but something that just made you leave an encounter thinking, “What the….”  Well, welcome to Customer Service 2017! Are you shocked?  I have to admit I’m stunned every time…

Relevance and the bottom-line

I had some interesting conversations this past month about ROI. Working in the FinServ market, you will never escape the return on investment conversation regardless of the topic at hand. As a marketer, I’m always open to having these discussions and quite often take away new ways to think about the world we must market…