brand experiences

Measuring Emotion in the Customer Experience

by: Chris Lawer

We have been doing some work recently helping a client identify appropriate means to measure  emotions in the customer experience.

Orloff8

Here are some example methods which I briefly describe:

1. NET PROMOTER EXPERIENCE SCORES

Used by: Intuit, American Express, Enterprise Rent-A-Car, GE Capital, Norwich Union

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Brand Autopsy: Designing Retail Experiences – The Apple Way

by: David Polinchock

Fast Company, in their current review of customer experiences, didn't rank the Apple stores because they didn't think they delivered a good experience. After all, they say, if people are lining up at the Genius Bar, then people must be having a hard time understanding and using their products!

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It's a small step for mankind, a big step for Rock and Roll....and beer

by: Stefan Kolle

Another innovative use of technology - the branded Skypecast.

Simply put, a Skypecast allows a host to broadcast audiocontent to 100 users at a time. It reminds me of the analyst call Wall Street companies hold regularly. For instance Gizmodo has used it for interviews with tech execs.

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Students to Create Chevy's Next Super Bowl Ad

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Advertising: Innovate or Die. Vol. 1

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Overseas Call Centres Damage the Brand: Update

by: Chris Lawer

Back in 2004, I wrote a blog entry on the back of some research published then in BrandRepublic magazine. It revealed that UK companies setting up overseas call centres are losing customers at a rate that actually negates the cost-saving of outsourcing abroad. The following extract described:

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Brands Experiment with Social Media Avails

by: Josh Hawkins

AdAge.com reports that Yahoo will begin selling ad space on Flickr's social media service. This represents the first foray into the monetization of social media for Yahoo, and Nikon will be a charter advertiser.

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The Evolution of Account Planning

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CGM & the False Paradox of Contextual Advertising

by: Josh Hawkins

There is a growing debate over the viability of consumer generated media (or user generated content) as a venue for marketers to engage in serious consumer branding. The problem stems from the idea that the context of brand messaging is as important as the message itself.

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Documentary Advertising & Survival of the Fittest

by: Josh Hawkins

As Steve Rubel points out, "it was only a matter of time."  A new group has emerged to pitch "documentary advertising." CoBRANDiT officially launched today as "the world's first open-source documentary ad agency."

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