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Digital customers shouldn’t have to navigate an obstacle course before you help them

Posted by on December 17, 2014 at 5:12 pm

Last week, a friend of mine, also in marketing, posted this after fighting his way to live chat on Adobe’s website: “Adobe live chat is immensely helpful—once you get there. First you must prove your worthiness. You must navigate a maze, undergo a colonoscopy, pass a written exam on String Theory, run a gauntlet (blindfolded), sacrifice [...]

Dinosaurs knew a thing or two about email

Posted by on December 12, 2014 at 7:08 pm

Email Marketing Lessons from the Direct Mail Dark Ages Part 2: The Good From the moment the U.S. Constitution gave Congress the power to establish post offices, marketers went to work learning how to make direct mail pay. Over time, direct mail marketers began noting techniques that seemed to work most often and on a [...]

Conning their way

to success

Posted by on December 1, 2014 at 3:44 pm

Email Marketing Lessons from the Direct Mail Dark Ages Part 1: The Bad We who do email marketing are heirs of an earlier profession known as “direct mail.” It is still practiced, profitably I might add, by holdouts. Perhaps you know some. Or perhaps you read about direct mail in a marketing history book. Though [...]

My article in Credit Union Journal

Posted by on November 11, 2014 at 9:23 pm

A Maslowian Look at Emerging Payments Who would have thought that a high-tech company started by a hippie-esque guy who knew no better than to rip off the Beatles’ trademark, or a company started by youngsters who couldn’t even spell “googol” right, would, in a few years, present a competitive threat to credit unions and banks? [...]

A Chip Off the Fraud Block

Posted by on October 6, 2014 at 6:01 pm

The encouraging, the ouch, and the plus ça change The payment industry and the payment-fraud industry are locked in a perpetual arms race. Each time our side develops bigger and badder defense weapons, the bad guys set to work inventing bigger and badder assault weapons. And so it goes, back and forth. One year from [...]