Clearly this is a tough time for many media companies, particularly newspapers. For decades, they not only played a primary role in informing the public, they were astoundingly profitable businesses.Tags: Greg Satellcontentpaid contentfreebusiness models
I thought these statements from the Consumer Journey report by Kantor WorldPanel reinforce the message that we have been telling our clients:Tags: reportcustomer journeyDick Stroudretail experiences
James Surowiecki's column in The New York last week, Twilight of the Brands, seemed to suggest that brands are dying. He argued that the usefulness of brands as decreased given that "consumers are supremely well informed and far more likely to investigate the real value of products than to rely on logos."Tags: Denise Lee Yohnbrandingbrand buildingstrategy
A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.Tags: customer experiencesAnnette Franz Gleneicki
Headline writers have known for years that rankings articles like “Top 10″ lists generate clicks. University administrators have simultaneously dismissed USNews college rankings as inaccurate and irrelevant while still striving to improve their school’s own ranking.Tags: Roger Dooleyrankingscopywritinglistscontent
At the beginning of the 20th century, most people lived as if it were the middle ages. Almost half of the US population was employed in agriculture. Life expectancy was less than 50 years. Indoor plumbing was rare, as was telephone use. There were very few cars and no airplanes.Tags: Greg Satellbig datachangeagile learningvalue creation
Why Not Replace People With Technology?
In the second half of the 90s I was involved in consulting in the area of shared services. Being a sidekick I got to witness the sales pitch. What was the sales pitch? No human beings. Everything in the back office was subject to business rules. The business rules could be codified, programmed and back office work could be automated. No human necessary. Nirvana: 24/7/365 nirvana of efficiency guaranteed to deliver the same outcome each and every time.Tags: technologycustomer servicehuman resourcesMaz Iqbal
Do you know what Amazement is?
A couple months ago, Shep Hyken sent me his latest book, Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet. I'm making my way through some great books on my bookshelf, and today I'll share some amazing tools and learnings from Shep's book.
Another week, another few hundred articles and blog posts scanned… here’s a diverse group of stuff you may find particularly interesting.Tags: Roger DooleyDan ArielySeth Godinbrainneurosciencebehaviour
AARP has been busy, working with Oxford Economics, putting some numbers around the value of the older consumer market.Tags: Dick StroudeconomyAARPreportgreybuying behaviour
The New Jersey Institute of Technology’s Online MBA program sent me this infographic entitled “Data Mining and Decision Support Systems“, in which the university describes big data and data mining as the new way of carrying out market research. As a matter of fact, data mining isn’t new – I first heard about it in the 1990s when it started to become fashionable, namely in the Banking industry – and it is not directed at “new data” but “existing data” as is described in the infographic.Tags: data miningbig dataYann Gourvennecresearchmarketing strategy
Here’s the latest in the series of posts and posters based on the principles from my new book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest. This principle, Great Brands Commit and Stay Committed, is easy to understand but hard to execute.Tags: Denise Lee Yohnbrand buildingcommittment
Are you listening to your customers and really, really hearing what they're telling you?
Don't think that's important? Then be sure to read all the way to the end of this post - the proof is in the pudding!
Google you are brilliant.
Take the advertising people that created four iconic American ads, fuse them with a bunch of hot shot digital marketers and create new customer engagement processes using the best of today's technology.
Years ago, there was a popular cartoon with a caption that said, “To err is human, to really foul things up requires a computer.” Technology back then was very tightly engineered to do specific, rote operations and if you went outside that box, you were asking for trouble.Tags: changeGreg Satelltechnologydisruptiontalent
In two articles on HBR the role of branding in the digital economy is discussed.
(Unfortunately behind the HBR paywall)
In this first article Itamar Simonson and Emanuel Rosen argue that in many categories customers now acquire knowledge and competence about a product before purchase. This diminishes the effect of traditional advertising and marketing, where the brand is largely communicated as a function of emotion and preference (“the story”).Tags: brandingHelge Tennødigital livingemotionnarrativesactions
Great brands may think big, but they sweat the small stuff. They know that all the little things they do or fail to do in person shape brand perceptions far more than the big things they claim through mass media. So they design their customer experiences down to last detail, and usually appeal to as many of the five human senses as possible, since they know those experiences are so much more impactful, distinctive, and memorable than any advertising or marketing program they could run.Tags: Denise Lee Yohnbrand buildingorganisational behaviourbrand experiencesbrand contact touchpoints
Nielsen reckons that America’s “Mass Affluent” represent 12% of US households but enjoy an outsized 26% of the nation’s total wealth.
Who are the mass affluent? According to Nielsen? It is households with between between $250,000 and $1,000,000 in liquid assets.
Millennials (those born from 1980 onward) are a key target for many brands and marketers. Whilst older groups are still the largest media audiences these under 35s have unique digital consumption habits. As they get older, these habits will only become more mainstream. So understanding more about this audience, and how they use digital tools and technologies, is critical for any brand.Tags: ComscoreMillenialsMatt Rhodesdigital livinglifestyledigital media
Does your company have a 12th man advantage?
On the heels of Super Bowl XLVIII, I think we're all now familiar with the term "12th Man." In case you unplugged or tuned out for the last 72 hours, here's how it's defined on Wikipedia: