General Motors had run a series of ads about the quality of their cars. The gist of the message was about being a “world class” company. The proof of their “world class” status was a 60-day money back guarantee on new car purchases. The commercial got me thinking about what techniques companies use to […]
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 By Rob Berman, on April 27th, 2010 Often, we are deluged with junk mail. Recently, my credit card company decided to increase the value of my credit card statements by making them easier to read. My Clarity Commitment TM Credit Card “Is intended to provide you with a clear and straightforward description of your Bank of America credit card rates and fees.” […] By Rob Berman, on April 21st, 2010 The U.S. Bill of Rights was established December 15, 1791. How long have your customers had their own Bill of Rights? I view a Customer Bill of Rights as the codification of what we say about our approach to customers. Customer Touch Points We have many touch points with customers and potential […] By Rob Berman, on April 1st, 2010 Hiring and retaining skilled staff is always a high priority for managers who direct marketing functions. Marketing Department turnover has an impact, not just on the Marketing Department, but in other parts of the organization. For example, a lack of fully trained resources (trained in the company’s way of marketing) can force marketing projects to […] |
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