Archive for April, 2019


When ‘Surprise and Delight’ goes wrong: How Regal, Universal, and Comixology almost won me over only to fail on fulfillment and support

I’ve worked in Customer Relationship Management (CRM) for years and have run many email campaigns designed to engage and reward customers. Fulfillment is a crucial piece of this, and it’s often hard to do well despite the best intentions. Things like data lag can mean you either have to do extra work to reward customers [...]



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