Marketing Blog | Joellyn Ferguson

The Marketing Blog

I started this blog back in 2010 - yes, that's over a decade ago! I keep it available to readers because there's plenty of timeless content here. You may find a few outdated posts, feel free to breeze on by when you do. I hope you find value in the ones that are relevant. Looking for a specific topic? Just filter using the buttons below.

Why is Change So Hard?

Is Poor B2B Customer Experience Undermining Your Sales Success?

B2B customer experience is nothing like a consumer experience. Or is it? While the sales process may be vastly different for B2B, buyers are still people. They expect to be treated well, and they

The Secret to Winning Top Talent in a Tight Market

From efficiency and innovation to customer experience and brand equity, employees have the power to help a company sink or soar. Is your business having trouble attracting great employees? Do you get close to

Creating Brand Affinity when the Customer Experience is Over

There’s no doubt that delivering a compelling customer experience is critical to building an enduring brand, but what happens when the experience ends? Does your brand fade from memory or live on? The way

Passenger Experience: The World’s Busiest Airport

The mayor of Atlanta, Kasim Reed, took some heat recently for the unexpected firing of the general manager of the world’s busiest airport, Hartsfield-Jackson Atlanta International Airport. Why would Miguel Southwell, who arrived just

Does Your Brand Inspire Customer Devotion?

It’s Nice to Be Liked I don’t think anyone can deny the warmth we feel when someone shows they care, but how often do you get to beam when a customer likes your brand?

6 Ways Customer Experience is Like Yoga

I started doing yoga back in January as a New Year’s Resolution to become stronger and healthier. I’ve kept with it, developing a discipline of going to class two or three times a week

Investors or Customers: Which Voices Matter Most?

Profit is everything, isn’t it? Business owners, investors, and analysts are all prone to obsess over the profitability of a company. When profits are up, we take it as a sign that all is

Reality Check: Can You Trust What You See?

I arrived a day early for three days of meetings in Providence, RI this week and found myself with a free afternoon. Rather than settling in to work as I usually do, I caught

Shine on: Keep Customers Engaged After the Sale

Back in January, when I (and half of America) decided it was time to get serious about my health, I thought it would be nice to have a fitness tracker. I bought one for

Will Someone’s Dirty Laundry Damage Your Brand?

A very public battle is taking shape at Pulte Group (NYSE: PHM), the homebuilding company which also owns the Centex, Del Webb, and DiVotsa brands, and it’s got my attention. The surprise isn’t that