Don’t get me wrong … Working on the improvement and development of customer experiences is what we need to do. However, like so many of the customer-focused solutions that have come and gone before it, we’ve lost the forest for the trees.
For example, there are 47 pages of Google images for “…
When a company makes a mistake, it can be the brightest moment in their history.
Tylenol had that opportunity. But they missed their moment. Big time.
How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almos…
Social media monitoring is all the rage. You’d think that it’s a just cool, trendy thing to have as a marketer, right? Wrong. Social media monitoring (SMM) is a serious tool that shouldn’t be taken lightly, alas it might just become shelfware (you know, the stuff that sits on a shelf and gets…
By now I am sure you’ve all heard about the Southwest Air/Kevin Smith debacle. People, who are brand evangelists of both brands, have risen up, supported & defended the brand, and have moved on from the topic. I don’t bring it up to start a ‘They Said/He Said’ debate, but to look at,…
Reinier Evers founder of trendwatching.com can always be counted on to weigh in on new trends every month. As is the case with all prognosticating, there’s always the risk of being wrong. But in Evers’s case, I think he’s had considerably more hits than misses.
Trendwatching’s latest caug…
When “the next big thing” is identified—whether it is tulip bulbs, internet technologies, real estate or financial derivatives, market mania is not far behind. And while riding and making a mint from a bubble of “irrational exuberance” is possible, it’s also beneficial to know when to…
I was sitting in church last week, fighting distraction because there was a brand in my face.
Specifically, in was North Face—their logo emblazoned on four jackets, all within 3 rows of me and all in my line of sight. I even sneaked out my iPhone and tried to capture a picture of these four ver…
Online companies have raised the eyebrows of privacy advocates who think web generated data should only be archived for a specified period of time. And while some companies have bowed to public pressure and only keep data on customer searches for a maximum of three months, others have not…
With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner. Since customers hate to wait, how can a company balance available resources and service–to effectively meet and/or exceed customer expectations? Queue…
Placebo pills routinely beat Big Pharma medications in clinical trials. As more drugs fail to make the cut due to increased “placebo effects,” what does this say about the inner workings of the human brain and what does any of this have to do with marketing?
Since 1962, double blind testing wit…
