“Today more and more companies are realizing that building customer loyalty (and profitability) takes more than a flashy website. With competition a mere click away, businesses are finally understanding that Quality of Experience (QoE) is critical to success. Customers, and we use the term to mean customers, suppliers, partners, employees, indeed all business stakeholders, demand an integrated, transparent, and accountable approach spanning the entire digital value-chain.”

“Email newsletters are powerful tools for marketing communications. Typically very easy for users to subscribe to, they are cheap and easy to produce, can reach a large targeted audience, and remind potential customers of your business without requiring them to visit your site. Best of all, they work on a subscription basis. In other words, people ask you to send them promotional information on a regular basis! However, they can be a double-edged sword: get them wrong and they score a black mark against you every time they land in a user’s inbox.”

“Are you ready to rumble? Well, you’d better be if you’re in charge of your company’s marketing effort this year. The days of innovating new approaches are over. All the techniques have been tried, and it’s your responsibility to pull the right levers to attract customers, build brand value, and ultimately generate revenue.”

“2001 was a very important year for marketers. We faced a number of challenges and a changing perspective on the role marketing plays in business. Here are the drivers that I found most influential [last] year…”