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Agent Provocateur: 10 Things to Consider Before Appointing a New Agency

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Actress Lauren Bacall dressed as a spy
Agencies. They sound glamorous. Occasionally they are. But whether niche or generalist; high-tech or high touch, they're ultimately professional services businesses and it's time...

Your Most Unhappy Customers are Your Greatest Source of Learning

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Is it possible to convert an unhappy customer into a brand advocate?
As a head of marketing, I once received a telephone call from an irate client contact who accused my company of a...