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Click With Me Now’s Unfair Advantage
May 6, 2013 by Mike BehrWhen the boss’ son becomes the next CEO of the company, they call that nepotism. When the co-founder of a startup also owns a proven brand-engagement agency, they call that good planning. Three years ago, GRA | MATR worked closely with a health insurance company to launch the first online only Medicare Supplement insurance company. But in undertaking this engagement, we discovered a void in…
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A Tale of Two Brands
April 12, 2012 by Mike BehrThe Impact of Customer Complaint Resolution As a wise colleague of mine used to preach “every interaction with your brand is a chance to keep or break your brand promise.” Resolving customer complaints, issues or disputes is one of those types of interactions. And while trying to placate disgruntled customers is as old as commerce itself, in this age of social media, how well (or…
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