Marketing & Strategy Innovation blog

Webinar: Best Practices for Multi-Channel VoC Success

Today's organizations are operating in an ever-evolving Omni-channel world, in which they need to ensure the right channels are available for customers. The right strategy is the one, which enables businesses to leverage these channels, to ask the right and relevant questions, and to bring all the data together in order to gain valuable insights. 

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Customer Experience Improvements - A Series of Baby Steps

I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic.

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Brands Still Need To Retool for 50+ Market - So Says J Walter Thompson

To be honest, there is nothing that new in this report. Its research base is 250 interviews with the 50+. If you study the older consumer marketing you will have encountered most of the findings before - probably more than once.

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What's on a Change Agent's Mind...

Of course, I can’t see into all change agent’s minds, but I can certainly share with you what’s on mine. And what’s on mine is influenced by the context I’m in.

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2016 Will Be the Year of Customer Experience

This past month I consumed a slew of content about customer experience, which has led me to the conclusion that 2016 will be the year of customer experience.

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What Does The Doublespeak of Customer Love Disguise?

Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there.

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Don’t Waste Time Testing Business Theories. Use Them Instead

Strategists and management consultants love theories. Executives like to consume them, as it allows them to make sense of things. People are now criticizing how Clayton Christensen’s theories about “Disruptions” are now outdated and were created based on incomplete data.

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12 Es Impacting Employee Experience

A lot of elements comprise the employee experience. Many, ironically, start with the letter E.

Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. For whatever reason, as I started writing today's post, I was reminded of that post. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience. 

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Marketers Need To Shift from Collecting Eyeballs to Building Interfaces

Modern marketing really began in the 1960’s with Philip Kotler and his ideas about uncovering the “needs, wants and interests of target markets.” Ever since, generations of marketers have learned to focus on the consumer and communicating features and benefits to them effectively.

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Building A Modern Brand: Strategy, Creativity and Agility

Building brands in the mad men era was a relatively straight forward endeavor... 

A brand needed to effectively communicate its value to the consumer, plainly stating its functional benefits and for the more enduring brands—connecting with consumers at the emotional level typically through a story told via television led advertising campaigns. 

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