Customer Experience: Healthcare by Design

As health care insurance premiums rise year over year and out-of-pocket expenses rise in tandem, patients are beginning to realize that they no longer must accept 1960s-style doctor offices and plastic plants in the hospital lobby. In fact, in response to consumer-driven trends, some health providers are feverishly updating their office decor. Yet, these improvements…

Making Your “Marketing Marriage” Work!

With daily pressures for instant results, deadlines and executive demands for a six- to nine-month return on investment, most marketing executives are challenged to think strategically. A key question confronting marketers is, “Should marketing and the marketing budget be managed for the long-term or the short term?” Your answer probably depends on whether you view…

Craigslist: One Place CRM Isn’t Welcome

With no recommendation engine, graphical improvements, or image search, Craigslist is a website stuck in the past. And while business best practices often include heavy investment in sales, marketing, and customer service, Craigslist eschews these functions–yet continues to grow its revenues. What makes Craigslist a “classifieds killer” and how is it able grow its business…

Consumer Choice: Less is More

Many marketers believe that innovation and competitive differentiation arise from giving customers more choices and options. But through the strategy of “offering more choice”, marketers may actually end up increasing complexity, costs and causing customers “mental fatigue.” Is there a better way to win over customers? A typical big box retailer carries 50,000+ stock keeping…