The Writer's Bloc

09/09/2023

When event management focuses on loss prevention at the expense of the customer, it's not good for anyone. So many were inconvenienced to prevent a small number of potential abuses.

It’s been a decade since we last attended Bumbershoot, the music and arts festival that happens at the Space Needle each September in Seattle. This year was something of a “back-to-basics” theme due to the show owners skipping the big budget event operators and doing it more or less themselves...

09/09/2023

First post in a while. Not the last. Online digital marketers take note!

I recently had two preorders with two different online stores go wrong. One a digital game on Xbox, and the other physical media from Amazon. I think there are lessons learned from both of them, if you’re a marketer and/or work on an online ordering system. Stray This is a game I previously bought...

05/03/2019

Recommended reading for CRM marketers and movie fans

I’ve worked in Customer Relationship Management (CRM) for years and have run many email campaigns designed to engage and reward customers. Fulfillment is a crucial piece of this, and it’s often hard to do well despite the best intentions. Things like data lag can mean you either have to do extra...

05/03/2019

Added a postscript to this as Regal finally came through and repaired some of the damage caused by their initial sloppy fulfillment - see what they sent!

I’ve worked in Customer Relationship Management (CRM) for years and have run many email campaigns designed to engage and reward customers. Fulfillment is a crucial piece of this, and it’s often hard to do well despite the best intentions. Things like data lag can mean you either have to do extra...

04/22/2019

I’ve worked in Customer Relationship Management (CRM) for years and have run many email campaigns designed to engage and reward customers. Fulfillment is a crucial piece of this, and it’s often hard to do well despite the best intentions. Things like data lag can mean you either have to do extra...

04/22/2019

Adding my professional perspective to this personal customer experience

I’ve worked in Customer Relationship Management (CRM) for years and have run many email campaigns designed to engage and reward customers. Fulfillment is a crucial piece of this, and it’s often hard to do well despite the best intentions. Things like data lag can mean you either have to do extra...

02/14/2017

Reprinted by permission on the Projectline Services blog.

Dave Kramer, one of our senior consultants, gives us insight on how to effectively connect with a customer using what he refers to as the "Lunchbox Method."

04/03/2015

I've been pondering customer experience in light of my recent interactions with Comcast, Linksys, and Nat Geo.

Putting yourself in the customer's shoes is a good way to validate whether your marketing campaigns and customer support processes reward or unnecessarily punish those who purchase or subscribe to your offerings.

09/23/2014

Marketing, advertising and related industries are both a blessing and a curse for the creatively inclined. Being paid to do something that comes naturally is a wonderful feeling – and positive feedback is nice, too. (Who doesn’t like receiving compliments?) What creatives rarely talk about is the im…

12/22/2011

It’s been a long time since I’ve written an article with a byline (November 2009, in fact!), but I was hit up by MSN Lifestyle to contribute two articles this holiday. Here's a "behind the scenes" look at those two pieces including a "deleted scene."

12/22/2011

Although the bulk of my work today is in marketing, I do occasionally venture back to my journalism roots. I recently wrote a piece for MSN about two motorcycle enthusiasts who happen to be female. The piece was just one small part of a larger content package focused on “A whole new you.” The conten...

08/30/2011

Full audio from this PAX panel!

Our consulting business shifts from time to time. Sometimes we’re heavy on content creation, other times community building, and - right now – we’re focused on marketing support in the videogame industry. This means spending a lot of time considering different market segments and how to effectively ...