August 9, 2011The purpose of business is to serve customers at a profit. This one sentence tells you everything you need to know about the metrics that matter. The numbers that help improve service, customer management, and profitability need to be measured. Getting these three components right is the key to corporate success. The metrics most commonly [...]
Read the full article → August 8, 2011Social media without integration is simply a conversation. It doesn’t drive sales, improve loyalty, or resolve issues. The original theory that the new channel would replace traditional marketing was appealing but it failed to deliver. Social influences the buying decision. It needs other channels to generate revenue and keep customers happy. People who have bet [...]
Read the full article →