Customer Engagement Is Measurable


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In a recent post, Avinash claims that engagement is not a metric, and writes:
Engagement is not a metric that anyone understands and even when used it rarely drives the action/improvement on the website….It is nearly…

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A Call For A Moratorium

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I’m calling for a moratorium. I want market research firms to stop releasing research statistics on consumers’:

Channel preferences, and
Trust in friends and family’s recommendations over advertising.

I could…

Why Do Marketers Test?

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Jim Novo recently commented that few online marketers deploy testing the way it’s often done in the offline world. Jim speculates that the reasons for this include cultural issues and a lack of ideas about what…

Credit Unions’ Competitive Secret: Innovation?

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A Boston Consulting Group exec was recently quoted in American Banker as saying that financial services firms could do even better if they raised the bar on innovation — a view shared by Matt at The Boulevard to…

The Anti-Web 2.0 Movement

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He might not take this as a compliment, but I think Andrew Keen will be recognized as the Bill O’ Reilly of the Anti-Web 2.0 movement.
Love him or hate him, O’ Reilly accomplished something very important for the…

Reply To Peppers And Rogers On The Subprime Mortgage Mess

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In their weekly 1:1 Media email, Don Peppers and Martha Rogers addressed the subprime mortgage situation with a piece titled “Subprime Woes Shows Consequences Of Short-Termism.” In it, they wrote:
The situation…

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