CRM Magazine Blog A blog from the editors of CRM magazine Thu, 24 Jul 2014 16:30:25 +0000 en-US hourly 1 The ‘Grey’ Area of Movie Marketing Thu, 24 Jul 2014 16:30:25 +0000 There&#8217;s no denying it now&#8211;Fifty Shades of Grey, the movie, is happening. Unless you&#8217;ve been hiding from social media all day, you&#8217;ve probably heard that the trailer aired on the TODAY show this morning, with an exclusive &#8220;more risqué&#8221; version available online. The film, which (unsurprisingly) received an R rating is racy indeed, which begs [&#8230;]<img src="" height="1" width="1"/> 0 The Call Heard ‘Round The Internet Thu, 17 Jul 2014 15:22:46 +0000 We&#8217;ve all had bad customer service experiences. I, for example, will never forget the time I tried to quit a gym that billed me twice every month for no apparent reason. When I tried to explain their error, they made jokes about my weight and suggested that maybe I should be going twice as often. [&#8230;]<img src="" height="1" width="1"/> 1 Finally, a Positive Experience with an Airline Thu, 10 Jul 2014 16:19:35 +0000 Air travel is notoriously awful. From overpriced on-board amenities to flight delays and cancellations, airline companies pride themselves on making customers miserable while they&#8217;re trapped inside a metal box in the air&#8211;or on the tarmac&#8211;for hours. In May, for example, on-time arrivals dropped from just over 79 percent to 76 percent and flight cancellations jumped from [&#8230;]<img src="" height="1" width="1"/> 0 10 Stats for the Service Economy Thu, 03 Jul 2014 17:19:31 +0000 As products blur and brand names loose their grandeur, it&#8217;s services that sell nowadays. The services economy is ushering in a market opportunity that represents over 50 percent of U.S. GDP (that&#8217;s nearly four trillion dollars, folks!), but that doesn&#8217;t mean it&#8217;s smooth sailing for online service providers. To stay afloat in a fluid space, [&#8230;]<img src="" height="1" width="1"/> 0 Facebook Toyed With Our Emotions—So What? Mon, 30 Jun 2014 18:59:07 +0000 At any one time, Facebook has 1,500 possible items it can insert in users’ News Feeds. It inserts just a small fraction of that total. Apparently, it’s okay for Facebook to change that algorithm to improve engagement and earn the company plenty of money, but it’s not okay for Facebook to choose posts that would [&#8230;]<img src="" height="1" width="1"/> 1 Brands with a Touch of That 4th of July Appeal Fri, 27 Jun 2014 21:12:40 +0000 With Independence Day just a week away, brands are, no doubt, gearing up for their annual Fourth of July sales. They&#8217;ll run ads featuring the flag, Uncle Sam, fireworks, marching bands, a red-white-and-blue color scheme, or some other patriotic, all-American symbol to woo  customers looking to save a buck or two to their stores, to buy [&#8230;]<img src="" height="1" width="1"/> 0 Forrester CX Forum Session Spotlight: Great Brands Are ‘TRUE’ Brands Thu, 26 Jun 2014 21:14:45 +0000 Though data and dollars typically tend to be the stars of the brand strategy show, this year&#8217;s Forrester Customer Experience Forum shone a light on the importance of corporate culture, the power of design, and the need for companies to be more &#8220;true.&#8221; Sounds a little vague, yes, but TRUE is actually an acronym that represents [&#8230;]<img src="" height="1" width="1"/> 0 The Kings, The Cup, and CRM Fri, 20 Jun 2014 19:18:39 +0000 I am a huge New York Rangers hockey fan, so it pained me to watch the L.A. Kings beat up on the Blueshirts to win the NHL&#8217;s coveted Stanley Cup. I have to dislike the Kings to some extent based on that fact alone, but I also can&#8217;t just dismiss the team&#8217;s accomplishments in the [&#8230;]<img src="" height="1" width="1"/> 0 Amazon Fire: The ‘Shopping Machine That Calls Itself A Phone’ Thu, 19 Jun 2014 20:56:15 +0000 In an announcement that surprised basically no one, Jeff Bezos introduced the Amazon Fire during a presentation in Seattle yesterday. The phone is designed for &#8220;Amazon&#8217;s most engaged customers,&#8221; and is the company&#8217;s first stab at competing with Apple and Android devices, he said. With fancy features including a 13 MP camera sensor, unlimited photo [&#8230;]<img src="" height="1" width="1"/> 0 Thinking About the Future of Mobile Security Mon, 16 Jun 2014 21:33:35 +0000 Mobile security is only going to become more important. This morning, while speaking to managing director of CSO Insights Jim Dickie about an upcoming feature about mobile CRM, I asked him about the kinds of questions he fields from people exploring mobile apps. “There are a lot of concerns about security,” he told me. “If [&#8230;]<img src="" height="1" width="1"/> 0