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Wow! This is the kind of customer service that they'll be mentioning in business books for years. You never know what can happen when you add a little human kindness to your "customer policies." Kudos to Zappos! Read More

Anyone who has worked with me over the past 25 years knows my mantra has always been: “Benefits, benefits, benefits.” Benefit headlines — benefit copy — benefit subheads — benefit captions — anything to hammer home the customer benefits. Benefits still are a vital key, but today, copywriting needs much more than just benefits. To sell the most, co Read More

Are you making the most of your "welcome" emails to customers? The Email Experience Council and the Direct Marketing Association announced the release of its second annual Retail Welcome Email Subscription Benchmark Study, examining the welcome emails of 118 of the top online retailers to identify best practices and benchmarks in the areas of me Read More

Who needs Tony Robbins when you can motivate yourself? Overcoming the emotional hurdle to get stuff done when you'd rather sit on the couch isn't always easy. But unless calling in sick and waking up at noon have no consequences for you, it's often a must. For those of you who never procrastinate, distract yourself or drag your feet when you shoul Read More

The results of two interesting social science studies relevant to PR and marketing professionals are out this week. Imagine that when you were small, your mother consistently criticized some aspect of the way you performed or presented yourself. Later you grew up and decided (perhaps after years of therapy) that your mother was, how do we say this Read More

I'm a big David Allen fan. If you've never heard of him, he provides a great approach to getting a lot done without going crazy. Here's a little sample of his work. Read More

ANY DISCUSSION OF customer buying-cycles is an unpopular topic with management, sales managers and salespeople. We all want to believe that by using Read More

Friend and client Mike Krsticevic from Advocate Mortgage Corporation recently sent me a mind map called “How to leverage an article found in a magazi Read More

As sales increase, online retailers are getting more sophisticated with social media and better images, according to the latest installment of the “S Read More

Maybe it's because Google and others have demonstrated there's money to be made at the local level through self-serve, but it seems as if there are Read More