The art of possibility: connected vehicles and big data analytics

Decades of Westernized television and cinema have featured fantastic imagined car technologies, including many that now actually exist. Think of the autonomous car from Knight Rider and today’s self-parking capabilities. Or the ongoing James Bond series with tracking devices that resemble the well-established GPS systems in our cars, phones and […]

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Customer service, don’t #FAIL me now

When we talk about digital customer services, it’s all about creating online self-service capabilities for our customers. This is great for everyone! We’ve made it easy for the customer to get what they need; it’s cheaper and faster for organizations to deliver the service to the customer. Need a copy […]

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Black Friday lessons from both sides of the Atlantic

Few of us can have missed the scenes of frantic shoppers searching for that ultimate bargain on Black Friday. This is something fairly new in the UK, having originated in the United States to refer to the Friday following Thanksgiving Day. Legend has it that ‘black’ refers to the first day of the […]

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Consumers confirmed - retail loyalty is all about the experience

It seems like every retailer nowadays has a loyalty program. From the local coffee house to “big box” national retailers to almost any online merchant, everyone has a loyalty program. But do people really want them? It turns out the answer is yes – a resounding yes.  But are those programs […]

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Failing fast...one tiny cookie at a time

Back in 2007, the NY Times published an article about “The Google Way.” The premise behind the Google Way is to give engineers 20% of their time to spend on new company related ideas and projects that interest them. For a while this became the management strategy du jour as […]

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Seven benefits from using marketing analytics

"Give the lady what she wants" and "The customer is always right" are quotes attributed to the venerable Chicago retailing pioneer Marshall Field. That customer-centered approach to doing business was leading-edge at the close of the 19th century and soon became a competitive advantage for Mr. Field's namesake department store empire. […]

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Déjà vu: Why CEM is new again

Déjà vu. For me, this term immediately conjures images of Bill Murray waking up in Punxsutawney, Pennsylvania on Groundhog Day – repeatedly.  In French, déjà vu means “already seen” and while I usually fall solidly into the realm of skeptic in matters like these, I have to admit feeling a […]

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Move from mass marketing to customer decision management

You may notice that marketing is changing. Fewer credit card offers are hitting your mailbox. Fewer coupons for irrelevant products and services. There is a reason for the change. Organizations are beginning to understand that mass marketing alienates customers. Spray and pray doesn't work - so organizations aren't spending their […]

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How Ziggo’s marketing puzzle pieces fit together

Have you ever worked on a jigsaw puzzle? You have hundreds of pieces to painstakingly put together and somehow at the end it all fits to make a beautiful picture. Some people love the challenge and others could think of few things more painful. Either way, a jigsaw puzzle is […]

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Customer love - it's all about the connection

Happy Valentine's Day! Today is the international day for celebrating love, or at least the day for love offerings. Naturally, I'm inspired to write about ways marketers can spark and nurture feelings of love in their customers, and for that there are valuable lessons to be had in looking at […]

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