Articles

While customer acquisition is crucial for any brand to stay competitive, it’s the quality of those customers that matters most. To get ahead, brands have to pivot from getting “addicted to the volume of leads” to focusing on maximizing customer lifetime value (CLV). Maximizing CLV allows brands to acquire and engage with…

Everyone is overworked and unhappy. Digital platforms have sucked the last of our attention and sanity. If you read the headlines in 2018, you’d have every reason to feel pessimistic about the future. But the design experts we talked to–from companies such as Microsoft, Google, Ideo, and Forrester–offer a glimmer of hope.…

It seems every time you turn around there are new developments in the marketing industry. Not surprising, given that marketing lies at the perfect intersection of communication, technology and societal trends. As marketers, our toolkit changes daily, and it’s often hard to know which developments will be valuable and long…

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and…

In late November, the Justice Department unsealed indictments against eight people accused of fleecing advertisers of $36 million in two of the largest digital ad-fraud operations ever uncovered. Digital advertisers tend to want two things: people to look at their ads and “premium” websites — i.e., established and legitimate publications…

IT’S NO SECRET that companies like Facebook and Google scoop up personal information to serve users ads. But if anything became clear this year, it’s that consumers have a lot more to learn about what happens to their data online—how it’s gathered, who gets to look at it, and what it’s worth. American corporations…

Technology is evolving at an exponential pace and undoubtedly a year from now the landscape will look different than it does today. Here are what tech insiders see coming around the bend. 1. There’s a high probability we’re headed for recession“We’ve been putting the economy on performance-enhancing drugs in the form of cheap debt for…

Everybody knows that millennials (the generation currently between the ages of 20 and 36) are glued to their smartphones and couldn’t care less about your direct response marketing efforts, right? Maybe not. Such broad generalizations should be met with skepticism. Don’t listen. Do your own research. There are lots of…

Freight trains take time to build steam. That’s your metaphor for what’s to come in 2019 for the General Data Protection Regulation. “I think people were expecting a massive fine on Day One,” said Forrester principal analyst Fatemeh Khatibloo, “[but] these investigations take time.”Data protection authorities (DPAs) across Europe have…