No Closer Relationship

July 6th, 2011

Today, I get to combine two of my favorite things:

1.  When it comes to customer engagement and loyalty, I am a complete fanatic about the symbiotic relationship between marketing and customer service.   The brand is codified in the moment of contact with a customer or prospect – period.  I can spend millions of dollars on marketing, get wonderful recall and purchase intent scores and have it all wiped out by persistently poor customer care.

And isn’t that the way it should be? Reality trumps promises, after all.

2. Readers know that I’m partial to a couple cartoonists and like to share their work now and then.  On my second blog,  it’s David T.  JonesAdland.  Here, it’s Tom Fishburne’s Brand Camp.

Sometimes things just come together…



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