Customer Experience, Customer Experience Spotlight, Marketing

Customer Experience Spotlight: Post Office Boxes

Periodically I profile a different industry from the perspective of the customer. I'll detail my experience and talk about how that industry could improve the customer experience. Retaining customers is a key business function, enabling organizations to grow and reach their goals. It also affects the bottom line: it costs four to 20 times as… Continue reading Customer Experience Spotlight: Post Office Boxes

Marketing

How to outsource graphic design without diluting your brand

Depending upon the size and structure of your organization, you may or may not have an in-house graphic designer for your marketing projects. However, if you don’t, not to worry – you can use a freelance designer and still keep a strong, consistent, brand. Here are a few tips. Start with a brand manual. If… Continue reading How to outsource graphic design without diluting your brand

Conferences, Customer Experience, Innovative Services, Libraries, Marketing, Professional Speaking

Funnel, Sieve or Salad Spinner?

Last week, I had the pleasure of delivering the keynote address at the annual Library Marketing & Communications Conference with LMCC President Jennifer Burke. Jennifer and I covered a lot of topics during our keynote conversation and follow-up breakout session, but the topic that seemed to resonate with people most of all was my concept… Continue reading Funnel, Sieve or Salad Spinner?