Articles for David Rich
Marketing on a Leash
Tight budgets and heightened expectations combine to pose a challenge.
The New Behavior of the Social Customer
Divining the right path requires the right data.
The World Is Their Oyster
Give customers an opportunity to play an active role in customizing their customer service
The Ledge of Allegiance
What history—and a survey of current behavior—can teach us about the threat to customer loyalty.
Create Your Own Upturn
A shift from managing volume to managing relationships.
New Routes to New Customers
A customer-centric approach for emerging markets.