Stop Shouting and Start Engaging!

May 6, 2015 | No Comments

I’ve heard that there are 11 million bits of data thrown at us daily. Yet most of us can only process between 40 to 50 bits of data. We’ve become expert in the art of ignoring data — advertising and branded content – unless it truly captivates us when and where we are looking for

Mapping the Customer Journey

Jun 7, 2014 | No Comments

After years of operations management, I’ve seen first-hand how easy it is for an organization to say that it is committed to customer experience excellence, but the effectiveness truly depends on leaders who can define and articulate the strategy and implementation. Critical to market positioning and growth is a thorough understanding of the ‘how, why,

Increasing market share through advanced segmentation

Mar 5, 2014 | No Comments

In the past, much focus has been given to motivating the middle segment of purchasers to buy more. A new article in Harvard Business Review (March 2014) – “Make Your Best Customers Even Better” by Eddie Yoon, Steve Carlotti, and Dennis Moore of the Cambridge Group reviews the emerging potential of analytics to focus on

How Customer-Centric Marketing is Changing Business Strategy

Dec 26, 2013 | No Comments

Innovation in Customer Service is the New Marketing Strategy and Business Strategy As the General Manager at Circles, a Sodexo Company, my day-to-day activities are focused on customer-centric responsiveness – not just through marketing but as a core component of how we service our customers through daily operations. We are the convenience touch-point in the

Marketing The Affordable Care Act

Jul 1, 2013 | No Comments

The Affordable Care Act has faced many challenges from its inception, fighting partisan spin and revision as it finally passed into law. Opponents remain fierce and determined to recall the measure, citing increased costs and gaps in coverage. What has battled for years to exist, now must battle to be adopted and respected by the

Does Fast Adoption Give Your Company A Competitive Edge?

May 21, 2013 | No Comments

We’ve seen how early Social Media adopters took the spotlight for being first on the scene, but we’ve also witnessed big brands buying those early adopters back into obscurity. After the dust has settled, the Social environment has finally come to rest with a slew of major platforms and tertiary tools to manage them or

The Global Marketer

May 14, 2013 | No Comments

I was reading a Harvard Business Review article “Join the Global Elite” and admiring the leaders mentioned for their extensive international experience and multi-lingual advantages. I travel quite a bit on business today, England… France… Switzerland…, and did previously when I worked in global marketing for UBS. While the CEO is working with the Board

Extend the Reach of Your Brand and Sales with Channel Partner Marketing

Apr 3, 2013 | No Comments

Much of today’s commerce is built on a go-to-market strategy leveraging Channel Partners – relationships that provide revenue for all participants and extend the reach of all brands. Whether you look at Financial Services, where a product (mutual fund, index fund or ETF) is offered through Financial Advisors, or the roofing industry where roofing products

Contextualization, Data and Customer Loyalty

Feb 27, 2013 | No Comments

I recently came across a Forrester paper entitled “Contextualization” which I was able to download from This piece by Ron Rogowski, Stephen Powers and Anjali Yakkundi is a concise and eye-opening statement about the true power of marketing, analytics and context of buyer experience. If you’ve ever struggled to stay focused on the moving