Paul Gillin

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8 Data Points about the Importance of Customer Experience

Paul Gillin

Gartner estimated last year that by 2014 “ failure to respond via social channels can lead to up to a 15% increase in churn rate for existing customers.” A survey of 2,000 adults last year found that 83% are willing to spend more on a product or service if they feel a personal connection to the company.

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Social Marketing Hangover

Paul Gillin

I was recently quoted on Internetnews.com making the following prediction: “Look for marketing’s love affair with social media to give way in 2011 to the sobering reality that a Facebook fan page and Twitter account don’t solve problems of poor products or positioning.

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Book Review: Tales From a Veteran Blogger

Paul Gillin

I’ve been a reader of Ed Brill’s blog for several years, not because of any particular interest in the IBM/Lotus products that he long championed, but because he’s just so good at blogging. How did a product manager get away with poking a stick in the eye of a major competitor? Opening Up.

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