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Improve Customer Satisfaction with Customer Messaging

Studies have shown a direct link between customer satisfaction and customer messaging. The more relevant and targeted the message the more likely the customer with be satisfied with the business relationship. We’ve all seen attempts at this from companies we do personally business with as consumers. More than ever, getting this right should become a [...]

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The Hero Graphic: Doodling to Understanding

One of the devices we use often when explaining complex concepts, processes or technologies is the so-called “Hero Graphic” –  a diagrammatic visualization of a business model or process. A successful diagram can telegraph information at a glance that would otherwise require pages or explanation.
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Branding…In Plain English

A recent conversation with my brother convinced me that no area of marketing is as shrouded in mystery (and sometimes B…S…) as the discipline of branding. Every agency, it seems, has its own idea about what a brand is and a proprietary process for developing one. But to find out what’s inside the black box, [...]

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