Universal truths about customer experience

Recently, I attended a symposuim hosted by the Calvin Institute with my wife.  Some of the many sessions I attended focused on how to create an awesome worship experince.  By hearing many of the different musicians perform live,  I noticed how the art and science of music enhanced the message.  Music brought the message […]

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3 ways to increase marketing response rates using SAS

I have the good privilege to work with colleagues that represent all the best qualities of data-driven marketers. Jenn Chase and Matt Fulk lead our Marketing Services team, which has collaborated with me and my peers in dramatically improving our marketing results by using our own Customer Intelligence solutions. This "drinking […]

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Why marketers should care about data privacy

The issue of data privacy has gotten a lot of attention lately, thanks in part to revelations by Edward Snowden and his kiss-and-tell with the press about several top-secret United States and British government mass surveillance programs. It doesn't matter that this is not a new issue, nor that his revelations specifically […]

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Let customers show you how to improve your marketing

Marketing success in today's digital world requires a mix of art and science that involves both data-driven decision making and intuitive creativity to show how to improve your marketing. While marketing analytics have enabled the "scientific" side of marketing to evolve, it's also become apparent that creative thinkers working with the analytics are equally important. […]

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Where do devices fit in your marketing plan?

How are you factoring devices into your marketing plan and approaches? As I think about what I am trying to accomplish and how that might change in the coming year, I find myself increasingly asking that question. Like all marketers today, I do my best to stay relevant to my audience […]

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How marketing operations management supports strategic alignment

Every once in a while I stop for a moment and consider how radically different marketing is today compared with just 3 years ago. Looking no further than my desk, it's quite amazing how my job has changed in just that short period of time. Previously, marketing seemed more an art […]

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Why big data and small data both matter to marketers

I don’t want to have a relationship with a marketing department. I don’t want to be your friend. I don’t want to engage in conversation with you. I feel no loyalty towards you. When I say I like you I’m not entirely sincere. And yet I chose to share an enormous amount of my life with […]

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My impersonal beverage customer experience in Europe

While traveling in Europe last month, I noticed that Coca-cola bottles were being sold with different peoples' names on them. I was intrigued  enough to take a few pictures, and then I started looking for coke advertisements to see if I could pick up on a broader campaign. While it piqued my interest, […]

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Integrated marketing management: manage the customer experience

Thanks for joining us for the final post in our series detailing out the Integrated Marketing Management visual that describes what it takes for marketing departments to deliver long term profitable growth to their organizations. In our previous posts we detailed the full visual, and then the first two sections […]

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Why focus on integrated marketing?

Integrated marketing is a very broad view of marketing as a circular ecosystem that integrates people, processes and technologies in a process from concept/idea, through planning and resource allocation to execution, evaluation and analysis that feed back into ideas and planning. That definition comes from Gartner's "Magic Quadrant" report on Integrated Marketing Management. […]

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