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Why NPS is Still The Top Dog

Customer Think

The Net Promotor Score (NPS) metric first took the marketing world by storm in 2001. It’s now 2021, and things have changed over the past year, let alone the past two decades. So how much value does the NPS metric still hold after all this time? Think of NPS like gravity, and just as apples […].

Marketing 119
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How Marketing Fails by Failing to Market Itself

SBI Growth

True Story – How I learned to execute Sales Enablement on a field ride in 2001. In 2001 I was an Account Supervisor at VML, a marketing agency. We get frustrated that we have to ‘sell’ them. It’s time to set pride aside and invest in our selling of marketing services.

Marketing 126
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B2B Book Club Selection (August 2022)

Account Manager Tips

Believe it or not, but right now there are five generations in the workplace: Traditionalists – born 1927–to-1946 Baby Boomers – born 1947-to-1964 Generation X – born 1965-to-1980 Millennials – born 1981-to-2000 Generation Z – born 2001-to-2020 The amount of change and technological development that has happened over that time is immense.

B2B 243
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Stop the Madness! Three Examples of Why Friction Hurts CX

Customer Think

Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it into my books1 and three more stories arrived in the last few weeks. Each one describes how friction irritates customers […]

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6 Ways To Make Sure Your Customers Get The Message

SBI Growth

What was true when I first founded buyer persona development back in 2001 is still true today – buyer personas not grounded in buyer research and insights are useless. Define your target buyer audience : turning buyer insight into buyer personas sets the stage for a communications and messaging strategy. Guessing at this is nonsense.

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Kim Tasso qualifies as a psychotherapeutic counsellor

Red Star Kim

Level 4 Advanced Diploma in Counselling National Counselling and Psychotherapy Society (NCPS) accredited Heartwood College May 2021 – April 2023 (Two years) Plus 100+ hours supervised clinical practice My research study was on complex post-traumatic stress syndrome (cPTSD) Mental Health First Aider (2021) About · MHFA England Level 5 Counselling Diploma (..)

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The Importance of Branding in Today's B2B Customer Acquisition

SBI Growth

During Greg’s tenure, the brand ‘Yellow Freight’ went from the unpleasant designation by Fortune Magazine as the worst of five national trucking firms in the LTL industry in 1996, to #1 in the industry by 2001. Greg built a powerhouse brand by transforming ‘Yellow Freight’ to ‘Yellow Transportation’, a highly preferred brand.