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DTC Brands — How Data Fluency Enabled a Digital Disruption

Performance Marketing

My small apartment building’s lobby is a testament to these changing behaviors — there’s barely any room for the incoming DTC brands and related subscription economy shipments, daily. UPS, Amazon, [...]


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GDPR Leads Brands to Better CX

Performance Marketing

A year ago, most companies had no clue where all of their customer data resided, let alone whether or not it was secure. With the implementation of GDPR, and California’s [...]

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6 CX Best Practices That Aid in Customer Retention

Performance Marketing

Kudos to American Airlines for delivering a small, but very meaningful American Advantage upgrade — a great customer experience (CX). CX best practices like this aid in customer retention.

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How Well Do You Know Your Customer Data?

Performance Marketing

Some marketers seem to keep their distance from customer data. When I ask what kind of customer information they are working with, I hear things like, “Oh, Mary is in [...]

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The Mutual Dependency of Marketing, Customer Service and ROI

Performance Marketing

You’ve conducted research, developed your strategy, identified the right audiences, shaped messaging and value proposition based on the audience’s motivations, and done a fine job of targeting. So what could [...]

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Marketing AI Is Overhyped, and That’s Good

Performance Marketing

Today, marketing AI is a know-it-all with a short resume. Just like Big Data and personalization, it is also a catch-all phrase that is becoming harder to define. As a [...]