Marketing & Strategy Innovation blog

The Cootie Effect: Touch, Contagion, and Magical Thinking

I’ve written about product contagion – the weird ability of one product to “infect” another with its properties (or its “cooties“) when they touch in a shopping cart – but there’s a related phenomenon that is, if anything, even stranger.

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Brand Experience Brief: Wendys in Dublin Ohio

Wendy’s celebrates its heritage through a unique customer experience at this, the site of the original Wendy’s restaurant. Check out a video audit and analysis of the brand experience.

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Why Is Customer Experience a Journey?

Have you ever wondered why the customer experience is a journey, not a destination?

The best journeys answer questions that, in the beginning, you didn't even think to ask. -Jeff Johnson

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Great To See the Interest in Older Consumers but This Is Old, Old News

I  should be delighted to see an increased interest in marketing to older consumers. For the past ten years I have been pleading with companies and agencies to face reality and dump their obsession with youth centric marketing.

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The New Digital Battlefields

In the popular TV show, Game of Thrones, the denizens of the North often repeat the mantra, “Winter is coming” to remind themselves and others that they must continually prepare for the challenges ahead.

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Videos That Convert, Worst ORM Strategy Ever, Monkey Takedown, More – Roger’s Picks

Here’s this week’s eclectic mix of worthwhile reading from around the Web. Also, things may look a bit different – check out our new, easier-to-read (we hope!) design. Let us know what you think in a comment!

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Banks’ Digital Marketing Hyperopia

Don’t bother looking it up. Hyperopia is a term that refers to far-sightedness–for the purpose of this blog post, it’s important to know that it’s the opposite of myopia.

Myopia being the term used by Kevin Tynan, CMO of Liberty Bank for Savings, in an editorial in American Banker titled Banks Have a Case of Digital Marketing Myopia. In it, Mr. Tynan writes:

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Your Most Important #CX Training Tool

I originally wrote today's post for Intradiem. It appeared on their blog on April 14, 2014.  

Can you name one of the most powerful and most important customer experience training tools available to your organization?

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Brand Leadership by Brand Council

“Who should own the brand?” Mitch Joel, digital marketing guru and founder of the agency Twist Image, recently posed this question to me during an interview on his podcast about my book What Great Brands Do (take a listen to the podcast here — it’s one of my favorite interviews). 

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