You may hear it in a cursory tone around you all the time. People in customer service positions who matter-of-factly say “thank you” after you spend money in their store. We don’t need to harp on the importance of saying those two important words to your customers so much as we need to make sure [...]

In marketing, the rubber meets the road during the execution not the planning. After all of your planning and strategizing, it is your chosen tactics that customers get see (and judge you on). In a very real way, your tactics are a reflection of your company and are a marketing touchpoint in and of themselves. [...]

Step 3 in the assessment of your company from an external perspective deals with your company’s touchpoints. Touchpoints are the interface of a product, service or brand with customers, employees and stakeholders. They are any point of contact between your company and your market. These include voicemail, Web sites, emails, faxes, customer support, shipment inserts, [...]