The turnaround: turning angry customers into brand...

There’s an old marketing adage that says “customers are 10 times as likely to talk about negative experiences as positive interactions.” I learned this in my first semester at college. Yesterday, I witnessed two completely completely different approaches to how a company could resolve this unfortunate but realistic situation. Here’s the full story. Or, if you prefer, here are the highlights from two case...

Beyond Predictive Analytics (aka: Rockwell was rig...

It’s time for a look at Social Media Strategy. Let’s talk about Tweeting, Friending and the whole sha-bang. To begin, I have written an essay that looks at the macro level of internet social media – the who’s who view of “what you are doing is being watched.” It’s insightful, kind of scary and definitely thought provoking. I look at the way relationships are changing based on new platforms, and consider...