Paciugo Launches 4 New Gelato Flavors including one with Bacon

On May 17, 2010, in Branding, Customer Experience, by Mike D. Merrill (@mikedmerrill)

Paciugo is launching 4 new flavors in May including one with Bacon. I was excited to interview the co-founder of the local Dallas business with 43 locations and a talkable brand.

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Social Media is Making Customer Service Human

On November 23, 2009, in Customer Experience, Twitter, by Mike D. Merrill (@mikedmerrill)

This past Friday morning started out discouraging after a very large GoToMeeting I had planned would not allow my customer to log in. This was a first meeting after an email invitation to discuss what we have done for clients such as ING, BCBS, Aegon, and Hub International. Now I have been using web conferencing services like […]


Smashburger is the Best Burger in Dallas

On November 17, 2009, in Branding, Customer Experience, Twitter, by Mike D. Merrill (@mikedmerrill)

A good friend of mind Greg Finch @nodebtu invited me to the Sneak Peak of Smashburger’s grand opening in Addison, TX Tuesday night. As a burger lover and carnivore, I immediately decided to hit the internet to see what fans had to say. What was more surprising was how well the company was leveraging social […]


Could Social Media Have Saved Blockbuster’s Fate?

On September 16, 2009, in Customer Experience, Social Media Marketing, by Mike D. Merrill (@mikedmerrill)

Blockbuster announced yesterday that due to continued competition and economic conditions, they are considering closing 960 stores leaving 3,440 open. Was it the Innovator’s Dilemma and could social media have helped?

The Art of Client Service, by Robert Solomon – Book Review

On July 20, 2009, in advertising, Book Reviews, Customer Experience, Inspiration, by Mike D. Merrill (@mikedmerrill)

This past weekend I had a chance to read Robert Solomon’s “The Art of Client Service, 58 Things Every Advertising & Marketing Professional Should Know”. As a sales and marketing professional, I am always looking for good books to help educate, inspire, and motivate. Furthermore, with a direct marketing background and experience managing and interacting with […]

Great Customer Loyalty Programs – American Airlines, Hilton, and Hertz

On July 1, 2009, in Customer Experience, by Mike D. Merrill (@mikedmerrill)

How many of us have signed up for customer loyalty programs only to find out they really did not provide as much value as we had expected? Recently I was able to put my travel related customer loyalty programs to the test and I was extremely impressed. When I was a sales and marketing manager for Dell, […]