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5 Essential Customer Service Lessons I Learned From My Uber Driver

5 Essential Customer Service Lessons I Learned From My Uber Driver

Upon exiting the train station in Manhattan yesterday, I found myself waiting in a long taxi line. Fifteen minutes later – it was my turn to get into a taxi. Although my driver was polite and served his purpose…
Beyond Words: The Magic Of The Harry Potter Brand

Beyond Words: The Magic Of The Harry Potter Brand

Seven best-selling novels- translated into 77 languages. Eight blockbuster movies. Eleven video games. And more than 400 licensed products. The Harry Potter brand is estimated to be worth $15 billion thanks to millions of dedicated fans all over the globe. Today,…
customer engagement

44 Facts Defining The Future Of Customer Engagement [SLIDESHARE]

Imagine having a single view of every customer interaction with your business at your fingertips. From the time they walk into your stores or office, visit your website, tweet about your products, or reach out to your call center…
nordstrom buys trunk club

30 Days Of #BRANDLOVE: Nordstrom

by Celia Brown, Editor, The Customer Edge Have you heard the story about a Nordstrom customer service representative giving a customer a refund for a tire? Even if that story is an urban legend, it resonates with what consumers…
3 Brands Harnessing The Power Of User-Generated Content To Boost Customer Engagement

3 Brands Harnessing The Power Of User-Generated Content To Boost Customer Engagement

The whole world was buzzing last week thanks to National Coffee Day and the launch of the  Meet me at Starbucks  global campaign featuring a collection of authentic customer stories. The
content marketing in expo hall

Challenging Convention: Content Marketing In The Expo Hall

My first job as a marketer required me to procure a trade show “booth” – complete with pop up banners and of course plenty of “swag” boldly emblazoned with our logo and tagline. Businesses with big budgets may have…
airport retail

Airport Retail: The Golden Hour And 4 Missed Opportunities

Once I’ve put my shoes back on and taken a few deep breaths post-security, I check the time and realize that I have a full hour before I need to board my flight. As a working mother who
5 Winning Characteristics Of Modern Marketing Teams

5 Winning Characteristics Of Modern Marketing Teams

Marketing organizations today are struggling to adapt to and thrive in a world where the customer is king and competition for…
Marketing And Technology Converge In The C-Suite: The Rise Of The Chief Digital Officer

Marketing And Technology Converge In The C-Suite: The Rise Of The Chief Digital Officer

Technology has changed the way we work and live. The lines between our personal and professional lives have blurred. And the combined powers of digital, social, mobile, and
5 Retailers Cashing In On Selfies

5 Retailers Cashing In On Selfies

Many of us have a love/hate relationship with selfies but we can’t deny that they are powerful in both reach and engagement. Look at Ellen’s famous “Oscar Selfie”-…