AnalysisLatest
Satisfied customers still leave, and most brands never ask why
Editor’s note: The original article, titled “Customer Satisfaction Is Not Customer Loyalty,” was first published in 2013 and has since been archived.
The complete file
All stories
Reporting, analysis, and human patterns, ordered by publication date and built to be read beyond the headline.
Digital
Marketers spent 2014 watching consumers change and did absolutely nothing about it
A pattern repeated itself across the marketing industry throughout 2014 with striking consistency.
Digital
CallRail hit $100M in recurring revenue by solving a problem most small businesses…
Consider a small business owner running a modest HVAC company.
Digital
Direct mail’s unfair advantage is that nobody has learned to scroll past it
Social media advertisers watch cost-per-click climb while engagement metrics flatten.
Digital
Twitter killed its lead gen campaigns and revealed exactly how fragile the strategy…
The scramble generates blog posts, webinars, and heated threads about "what to do next.
Digital
Kit Kat won Cannes by turning a candy bar into a postcard, and the ad industry still…
A pattern keeps repeating across the global marketing industry.
Digital
Direct mail and email pretend to compete but they’ve always been the same…
A pattern has taken root across the marketing industry that reveals something odd about how professionals talk about their own craft.
News
MC Saatchi Talk bets on global expansion at the exact moment everyone else is pulling…
The agency network has accelerated its global expansion with a confidence that stands in sharp contrast to the cautious posture of many peers.
Digital
Government websites look sharper than ever and remain unreadable for the people who…
Editor's note: This article has been updated in May 2026 to reflect the latest developments in digital marketing and media.
Digital
FAA drone regulations move at ground speed while e-commerce dreams fly ahead
The distance between these two realities defines one of the most consequential bottlenecks in modern retail.
Digital
Retail stores already know what you feel before you reach the checkout
Across the retail industry, a quiet pattern has become difficult to ignore.
Digital
Corporations are routing billions toward predicting consumer behavior and almost…
A pattern has emerged across sectors that few executives seem willing to discuss openly.
Digital
Hyperpersonalization wins customers but it dies in the CFO’s office if you…
To learn more about the DM News editorial approach, explore The Direct Message methodology.
Analysis
Publishers keep chasing engagement when the real problem is they forgot what attention…
Across the publishing and marketing landscape, a familiar pattern keeps repeating.
Digital
Most SEO keyword tools vanish the moment you leave the search bar
The insights gathered during research rarely accompany the practitioner into the environment where content takes shape.
Digital
While everyone chased digital in 2015, direct mail quietly delivered six times the…
Editor's note: This article has been updated in May 2026 to reflect the latest developments in digital marketing and media.