Analysis & Opinion

Convergence isn’t coming…it’s here

One API to rule them all. Consumers, especially PC–bred Gen Y-ers and younger, no longer draw a distinction between the real and virtual. The world is one big data stream and you are only as cool, as powerful, as smart as the gadgets you have that allow you to capture and use that data. The… Read More
Analysis & Opinion

Headed for a breakup with your best customers?

They’re looking for someone who gets them. Think of it as a personal ad … from one of your best customers. For most service marketers, it’s a pretty chilling message, one that reflects an important truth that we uncovered in our recent study, Service Marketing in the Era of Brand Vulnerability. More than ever, the… Read More