The Nuts And Bolts Of Reputation Management
I was watching Deadliest Catch last week and the Cornelia Marie was in the midst of an engine breakdown. They had replaced a bunch of parts and were on their way to the crab grounds when it blew again. After some digging, they found a loose screw, to which the Captain said, “A $2 nut almost brought […]
#UKvUSA: How Can You Connect With Print Buyers On Social Media
Welcome to my blogging duel with TEAM UK’s Matthew Parker. If you have been following along you can skip right to the post… and if you are just joining us, here is some background… Matthew and I haven’t always seen eye to eye when it comes to Print Buying. He comes from the UK procurement world, […]
#UKvUSA: What Printshop Investments Attract New Customers?
Welcome to my blogging duel with TEAM UK’s Matthew Parker. If you have been following along you can skip right to the post… and if you are just joining us, here is some background… Matthew and I haven’t always seen eye to eye when it comes to Print Buying. He comes from the UK procurement […]
Data, Data Everywhere And Not A… Actually, A Lot to Leverage
We are surrounded by data. In fact, I think I hear my iPhone 6+ buzzing as I write this. As communicators, the question is how much data are you using to develop relevant, engaging and accurate communications? As part of both the printing and marketing industries, it seems like data has been the topic of […]
How You Know When The Customer Experience Works . . . Hint: It Is Not Just One Point In Time
by Chris Echevarria As we look to close out yet another year and I reflect on the job that I do for the company, I know there have been high points and low points, things that have worked well for our Customer Experience and those ever-present opportunities for improvement aka OFIs. I always welcome the […]
#UKvUSA: How Can Print Companies Get More Work From Their Customers? – A Buyers Perspective
Welcome to my blogging duel with TEAM UK’s Matthew Parker. Matthew and I haven’t always seen eye to eye when it comes to Print Buying. He comes from the UK procurement world, and I come from the USA agency world. We used to argue about process, but over the years it has turned into a mutual respect. However, that doesn’t […]
The Trade Show Customer Experience
by Chris Echevarria Coming back from Graph Expo or any trade show is always a great time to reflect about how “the show went”. For different people inside of an organization this means different things – did we get the number of leads we were targeting, did we have enough customer visits scheduled, did we […]
The Gold Nugget – The Customer Experience
by Chris Echevarria The Gold Nugget -The Customer Experience I read an interesting article this week posted by Colin Thompson in Printing News entitled “Treat Your People like Gold Nuggets in the Printing Industry.” What really struck a chord with me were the two points as to why key employees stay at a job: The […]
The Social Media Change Agent And Customer Experience
by Chris Echevarria Over the past few weeks almost everyone I’ve spoken to has made mention about the horrible customer experience example involving a cable company and a dissatisfied customer wishing to discontinue his service. While there are many folks who have had similar experiences with this particular company, myself included, there’s a new weapon in […]
How CRM Can Help You Market Your Print Business
by Kate Gansneder First, what is CRM? For many in the customer service industry, a Customer Relationship Management program is a familiar tool. Many have used them to manage contacts, points of connection, keep a record of emails and calls, and even keep orders linked to specific people or companies. CRM is a tool to […]
Is it Really All About Data and Analytics?
By German Sacristan Kodak Return On Marketing Investment I keep reading papers and articles that make me feel as if marketing today is only about data analytics. Surely analyzing data is critical but there is more to it than just that. I see marketers making decisions based on the data that they have and failing because is […]