We live in the age of big data - just about everything is evolving and the pace of technological change is accelerating. More and more parts of our lives are being carried out online, and with the explosion of web-enabled devices, there is some truth to the idea that we're literally being surrounded by
At the online “flash sale” retailer Gilt, success comes from breaking through the clutter, and from ensuring that their offers matter in the grand scheme of their customers' lives. And with more than 8 million "members" (potential customers), they've managed to create a culture where customers are the company’s biggest advocates and evangelists. So how
The other day I received a letter in the mail. What was in the letter left me feeling depressed. It left me feeling inadequate, unprepared, incapable of mustering the mental and emotional energy to complete it’s request. You see it wasn’t asking me to do something that I’d never done
As marketers, many of us work in siloed organizations. Some companies organize around products, other companies organize around functions, and still others around geographies (and even some can make silos out of all of those areas together!). The organizational structures, processes and systems supporting these silos keep us from seeing
Customer experience management is not a new concept, but it garners a lot of attention for one very good reason - it really matters. As typical consumers now have greater access to goods, services and information than ever before, it's never been more critical to differentiate. And for business models more complex
“We are living in the era of the connected customer - one in which normal customer behavior is to capture moments and share it in near real-time.” - from "Customer Love - it's All About the Connection" by John Balla One message does not fit all anymore. Remember the days when marketing would use one
It’s 10:30 in the morning, and her Jawbone buzzes. Jane is notified that she’s been sitting too long, and her meeting is ending anyway. She rises up from her booth at the coffee shop, bids her associate good bye, and walks through the mall towards the parking lot. Her device
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
The amazing digital world we live in provides consumers with information whenever, wherever and however they want it. It can be both dazzling and dizzying at the same time, so more and more consumers gravitate toward brands they can trust, companies that know them and organizations that engage with them in ways
As 2013 comes to a close, it’s time to take stock of some of the topics that captured our attention this year in the context of five “hot topics” we focused on. Marketing Analytics Marketing Analytics is near and dear to our hearts, among other reasons because we’ve had a
