How do you measure word of mouth? The increasing importance of social networks to brands and advertisers has raised this problem very sharply in the last few weeks. Media owners, pharmaceutical companies, automotive manufacturers all need to know the same thing: how am I doing?
The Harvard Business Review recently interviewed psychologist John Gottman, the executive director of the Relationship Research Institute in Seattle. Although Gottman’s work focuses mostly on interpersonal relationship (in contrast to business-customer relationships), many of his comments are pertinent to marketers. According to Gottman:
There is no question about the value of creating engaging consumers is key to brands that wish to thrive in the "experience economy". There's yet to have any common definition to what extent CX Innovation goes beyond digital interface design and expanding its boundaries to "experiential marketing" or opening up new competitive space in "service design".
The Russian blogosphere (ca. 2 million journals) is going crazy about the recent Rexona ad campaign. A new TV ad (click here to see video) together with a promo-site announced that Russian women... er... were less attentive to themselves than Polish or German ladies.