Smartphone Tracking: How Close Is Too Close?

There you are, strolling down the coffee and tea aisle at the supermarket when you get an alert on your smartphone that you can get extra points in the store's reward program if you purchase a...
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3 Ways to Source Ideas From Your Customers

The era of inbound marketing is upon us, but a great many businesses are fearful of it. Having worked as a magazine editor and a content marketer, I find the conversations very familiar: People...
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Transaction or Process?

After many years, I think I can boil down CRM to this: Vendors prepare for transactions but customers expect process. Of course, this demands elaboration and neither of these ideas is stationary....
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Doing the Mobile Payments Sync Dance

Two of the most hotly debated issues surrounding the future of m-commerce are these: 1) How quickly will it grow when consumers finally begin to accept the idea of a mobile wallet? and 2) When,...
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The Minimalist Guide to Inbound Marketing

Inbound marketing is an essential part of an online brand promotion strategy. It lets you target your audience directly and draw them in. Inbound marketing is the process of getting customers to...
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Telecom Customer Service: The Wrong Things Stay the Same

I started writing about service as a magazine editor back in the last century -- well, 1996, if you want to be specific -- but it might as well have been in the days of hula hoops and big fins...
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Using Feedback Loops to Manage Your Subscription Business

Everyone in business claims to want to listen to the voice of the customer. It's a noncontroversial issue, but the approaches are all over the map. There is little consistency -- and truthfully,...
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Determining an Online Customer’s Value

Chris remembered his mom fumbling for her keys as she stepped out of the house, quickly locking the door and dashing toward the car. They were off to shop. Chris felt this to be a very clichéd...
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Part 1 of 6: The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences by JP Saunders

Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people that make you successful....
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Getting Mobile App Devs to Jump on Your Bandwagon

Earlier this year, during the Mobile World Congress, Jon Matonis, executive director of the Bitcoin Foundation, made a compelling argument for the use of bitcoin in mobile payment applications....
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