“Welcome to Panera! What can I get for you today?” the eager associate asks. “A bowl of chicken noodle soup with a side of bread, please. Oh! And a large ice tea. For here.” She swipes my Panera card and looks up smiling, “Happy birthday, Analise! For your birthday you
Recent CMO Council research on getting in sync with mobile customers surfaced several key findings with enough significance that I wanted to explore each on in its own blog post. As was the case with objectives & context, and challenges & metrics, the idea of engagement and the customer experience
Mobile devices and applications - from smartphones and tablets to wearables and RFID are literally changing functions in the enterprise and transforming whole industries practically before our very eyes. It's a game-changer for how people live their lives and engage with brands, which makes it a game-changer for marketers as
Few advances in technology have impacted how we do business as broadly and profoundly as mobile. Mobile devices are changing how people behave and what they expect, and as a result it’s changing the way we need to engage with our customers. The way consumers become emotionally attached to their
Just this week, I had a whirlwind experience with three customer loyalty programs that left me scratching my head (and not necessarily feeling loyal): Loyalty Experience#1: No value The other day, I went out to dinner with a friend of mine. The restaurant we went to is part of a
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
There has been a lot of attention given in this blog and elsewhere to this idea of marketing becoming more "scientific." And for good reason - because it's actually happening. It's all about big data, digitization, the importance of search, the empowered (social) consumer, the Internet of Things, and how
Marketing has evolved - thankfully - from the days when everyone just thought of us as the brochures and tradeshows people. Nowadays, we're as likely to be focused on creating digital content that's worth sharing as we are putting a tradeshow sponsorship together, but all of it is data-driven. So what does
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
Marketing attribution has been a hot topic for marketers as long as we’ve had marketing. Everybody talks about it, few really know how to do it, and everyone thinks everyone else is doing it - so everyone claims they’re doing it. This may be different where you are, but what I've seen here in
