"Advertisements are like wrinkles: every day they appear in places you don’t want to see them, and once they are there they never go away (on their own). So to contemplate the death of any advertising medium is a fool’s errand. I have been called worse."

"Are companies now relying more on their social media specialists to handle customer service complaints than their customer service departments? Does it take a customer “going public” with their complaints to get proper service?"

"Anyone in marketing knows that the one constant within any marketing team, whether internal teams, clients, vendors, etc., is ego."

"While you need to personalize content based on your segmentation goals, the cultural greeting can be even more important than the body of the email. First impressions matter."

"My job is to offer email and digital strategic solutions to clients that run the gamut of knowledge and experience between having zero clue what to do with email in their marketing program, those who need to initiate email into their marketing plan, through clients that simply need help optimizing their current email program. "

Many marketers do not even bother with an unsubscribe survey, and many who do are either learning the wrong thing or ignoring a majority of the data. They may listen to a portion of it, but have unsubscribed from many of the insights that a survey can offer. The unsubscribe survey can be a more powerful tool for both insights and strategy if optimized.

I've spent most of my career writing and speaking about online marketing. But today I want to write about something that is unique to the Brick and Mortar store experience. Something that can't be replicated in an online enviornment. I want to talk about why I shop Macy's. 

Part Two of my address at the 2011 New York Ad:tech conference: Email and Mobile:

The following is the Part One of a speech I just gave for the 2011 New York Ad:tech Email Track. It concerns the merging of Email and Social Media. Part Two is on the synergies between Email and Mobile and will be published in a separate blog post.

I’m often asked what I believe to be the number one way to connect email and social media marketing. Last month I tackled that question from the starting point of email. This month I'm addressing it from the perspective of social media.

"Permission as a standard for email is nothing new. Proponents of permission marketing have preached its virtues since Seth Godin first penned his book of the same name in 1998, and many companies and organizations have voluntarily adopted opt-in marketing as their business standard. But in the United States, unlike in the United Kingdom and much of Europe, we’ve always stopped short of legislating permission into email marketing law."

"With so many ways to integrate email and social media we have almost unlimited options for leveraging connection between these two powerful conversation marketing channels. Still, for those at the beginning of the process it pays to know where to start."

It’s easy to bore your customers to death with email: just send them the same type of message repeatedly and you’ll succeed. We're often guilty of this when we send our e-newsletter and little (or nothing) else. And while a newsletter absolutely has a place as a staple in your email marketing program, it should be far from the only type of message you send your customers on a regular basis.

The U.S. Census Bureau releases the results of its 2010 census this summer and marketers are advised to prepare for some major demographic shifts. In a recent interview I read of Peter Francese, consultant to advertising megalith Ogilvy & Mather and author of the research report 2010 America, I was surprised to learn:

" When it comes to marketing either in Social Media or Email Marketing, it's important to show your audience that you’re human. Show them there are real people and faces behind the corporate facade. Nothing is more important than having a personal connection with your customer whether you live in the B2B or B2C world. "