Businesses live and die based on customer satisfaction. It’s no surprise, then, that marketers base their strategies around what...

In today’s social age, there’s a lot of noise out there, especially when it comes to consumers discussing how they feel about...

As a kid, I’d often hear about the wonders of hanging out at the mall. Teenagers would walk around and window shop, check out the...

For a long time, marketing followed a predictable path. You had a message, an audience you wanted to influence, and a desired...

You might think that your company is customer-centric, and while it may be on the right track, there is often a fundamental...

Consumers absorb information about brands from a wide range of sources, namely social media, news, entertainment, and e-commerce...

As a kid I often tested myself to see if I had special powers. Can I walk on water? No, but I still tried 100+ times. Can I talk...

Today’s customers, empowered by social media and the ease of communicating anytime and anywhere, expect seamless experiences with...

Welcome to Newton Highlands, just outside of Boston, and a small restaurant called O’Hara’s. This is where, every Saturday night,...

Imagine you walk into a store to buy new running shoes. As you sit down to try on a pair, you notice a giant screen full of...

It’s hard to deny digital’s influence on the retail customer experience. According to Deloitte research, digital channels, apps,...

March may come in like a lion and go out like a lamb, but the opposite is true for tax season. It begins with a false sense of...

Social listening has evolved way beyond basic monitoring. Once a tool used for tracking social buzz, listening is now vital to a...

A strange thing happened to me when I was at Logan Airport in Boston the other day. I ordered an Uber, like many of you have, and...

Several years ago, Altimeter forecasted the rise of Social Media Management Systems (SMMS), saying that customers need a single...