For the Love of Money (aka Customers)

WHO CARES? THEY DID. During a recent two-day persona workshop, I saw the depth of our client’s knowledge and empathy for their customers. I saw how their culture was built around providing compassionate customer service and how they expect their customer service representatives to go beyond the expectations of their customers. As…

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Paid Media that Pays for Itself

Paid search is like a closet. Everything starts clean and organized, and you can find what you need without any trouble. Over time, you add new items, things get moved around, someone puts something you need every day in a different place, and though you can still get what you need, you…

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