Yvonne Summers's blog

Customer centricity is Passé?

Posted 1 February 2011 - 11:02am by Yvonne Summers
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Passé? No way.

EVERYONE seems to be talking about its importance for 2011 (and beyond…)

What we're reading this month

Posted 17 November 2010 - 4:52pm by Yvonne Summers
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From Customer Engagement Club: It's all about the customer experience

The article looks at research recently carried out by analyst house Forrester. The report "The State of Customer Experience 2010" looks at customer experience both online and in-store.

From The 1to1 Blog: Email Marketing Grows Alongside Social Media

A brand’s real job is to build trust

Posted 21 October 2010 - 4:54pm by Yvonne Summers
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Alan Mitchell hits the nail on the head in his article Reinventing marketing: Nothing must detract from building trust in your brand when he says that a brand’s real job is to build trust.

What we’re reading this month

Posted 15 September 2010 - 11:10am by Yvonne Summers
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From Marketing Profs - Three Steps for Clearing Hurdles to an Ultra-Managed Inbox

What we're reading this month

Posted 18 August 2010 - 4:13pm by Yvonne Summers
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From Chief Marketer - Good Marketing Execution Happens at all Touchpoints

The author discusses the void between good marketing strategy and good execution of that strategy, looking at how even the soundest of plans can fall apart if it’s not well executed across all customer touch points. Often the most difficult of these execution points is on the human level, where humans are interacting with customers.

What we're reading this month

Posted 22 July 2010 - 10:18am by Yvonne Summers
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From MarketingTools: CRM (MediaPost blog) - The New ROI: Return On Interaction

Customer Engagement Strategies – best practice or just common practice?

Posted 27 May 2010 - 12:35pm by Yvonne Summers
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I recently read an interesting blog called “Seven Questions On Marketing Best Practice” where Harry Klein raises an important issue:

“…many companies don't understand the world in which they now operate. They are confused or threatened by the power and control their customers have over their brand.”

The persuadables

Posted 21 May 2010 - 12:31pm by Yvonne Summers
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I read an interesting post on Seth Godin’s blog yesterday entitled ‘The Circles (no more strangers)’. In his posting, Seth questioned the value of seeking out more strangers and the costs associated in doing so.

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