Marketers need to be immersed in data

“Immerse yourself in the data,” doesn’t mean “Be aware of the data,” or “Follow the reports.” It means “Really immerse yourself in the data,” by digging in and finding something new to ...

Does your whole organization agree on your marketing success metrics?

How you define success determines how you evaluate strategy and ongoing operations. This is such a fundamental point that we make it over and over again. It’s that big. Being crystal clear on ...

The Ice Bucket Challenge’s awesome combo of charity and creativity

The Internet certainly has its blessings and its curses…what we’ve gained in widely shared creativity, we’ve probably lost in the threats to our personal privacy. For this reason, when something ...

Editor's Choice

The Internet of Things and the high cost of old habits

I simply needed a new alarm clock. I had gone years with ...

Do you understand your patterns of customer engagement?

In a recent post, I talked about the customer marketing lifecycle and ...

Spend foolishly on marketing and lose margin…and your customers

Why do your customers _______ (buy, rent, subscribe, bank, fly, etc.) with ...

Are you putting focus on your desired customer behaviors?

When customer loyalty marketing is firing on all cylinders, the effects are ...

We’re Looking At The Internet Of Things All Wrong

Theo Priestley tackled the excessive hype around the “things” part of the ...

Solving a problem with low technology

I’m a technology geek who happily earns his living solving problems with ...

You’re not helpless to stop customer churn

The greatest challenge for retailers today is customer churn, driven by how ...

How much do you find and solve problems?

Your value to your company, to yourself and probably to your family, ...

Don’t spread omni-channel evenly…think mobile first

Omni-channel is a popular term and for good reason. The sources for ...

Latest News

Marketing is leading the digital revolution

Every revolution has its vanguard. Throughout technology’s history, that vanguard has been the part of an organization willing to invest for one or both of two reasons: it is having significant trouble with the status quo or it has a compelling vision that things could be done in a new, better way. When computerization first […]

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How can you be successful without first defining success?

We’re way beyond the point where the world debates whether customer loyalty marketing works, which makes it a good example of a broader theme.  When we think about customer loyalty’s broad goals, whether the focus is on retention or brand affinity, investments in customer loyalty have shown repeatedly to provide a very strong return. So […]

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As a golfer once told me — “Never over, never in”

Back when I lived in Spain, I never completely grasped the value when my friend Valentín used to say, “Never over, never in.”  This is a golf mantra…a warning that if you don’t putt to a point just past the hole, you’re not always going to putt hard enough to get to the hole. The […]

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The customer experience bar is higher than you realize

Customer experience is going through rapid change. At the Forrester East Coast Customer Experience Forum in New York, the hot topic—and even the title of the conference—was “Why Good Enough Is Not Good Enough.” We’ve entered a new age of competitiveness that raises the bar significantly and forces brands to rethink the ways to know […]

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JerkTech is a growing problem and you need to know it

Jerktech is on the rise, and it doesn’t come as much of a surprise. Each and every time technology innovates, opportunities are created for new ways to manipulate, deceive, extort and otherwise do bad things. Thanks to TechCrunch’s Josh Constine for coining a term that existed even before ReservationHop started booking phony reservations at popular restaurants and […]

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Disruption and the “French problem”

We spend significant time in France each year for a few reasons. For one, it is my wife’s homeland and there are family and friends to connect with. Secondly, it is an amazing place to be in the Summer. The weather, the food, the countryside, the beaches and the cities are all some of the […]

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You’re thinking about mobile the wrong way

When it comes to marketing, mobile is too often considered a channel—one of several ways to reach the buying public. In reality, mobile is far more than one of many pathways to and from the consumer. It is, in fact, a world apart from Web, in-store and kiosk. It’s not only a channel for purchase, […]

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You can’t logic someone out of something they weren’t logic’d into

One of my favorite lines from sales training (that I also know to be true) is that buyers find logical reasons to support emotional decisions. We humans are funny that way. A recent article in the NY Times, When Beliefs and Facts Collide, takes on this topic head-on. What the article said that was most […]

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Retailers — It’s mid-Summer but Christmas is coming

Christmas is coming. Yes, it may seem a long way off, but if you started with December 25th and worked your way backward, you’d see that for retailers, Christmas is just around the corner. The fact that Christmas is coming is the good news…the bad news is that customer expectations are higher than ever. Here […]

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The Big Data market will correct itself

One of my favorite bloggers has to be Alistair Croll, a Canadian with an uncanny ability to see the big picture in the midst of incremental changes going on in business and business technology. In his latest, Tomorrow is not like yesterday, only more so, Croll talks about the world’s ability to fix itself. As an […]

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The World Cup reminds – Marketers are architects of passion

Watching the World Cup 2014 in Brazil is an excellent reminder of the power of passion and the role of marketing. World Cup passion is found on the football pitch, in amazing quantity in the stands and streets of Rio, and in pubs and offices around the world. It would be safe to say that […]

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You will fail if you don’t differentiate

So many companies struggle to sell their products because they fail to differentiate what they offer. The market has never been more noisy or crowded with options and ways to buy, and that leaves the undifferentiated to compete only on price and maybe proximity (if the thing being sold is costly to move — think: […]

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The battlefield of tomorrow is customer experience

The time is fast approaching where the stiffest competition for a customer’s wallet share will come from customer experience and the ensuing loyalty. You might think from everything you hear that we’re already there, but we’re not. Despite the rapid growth of smartphones and tablets, we haven’t yet reached the point where the majority of […]

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Does your marketing have relevance? How do you know?

By definition, for something to be relevant, it needs to be important to the matter at hand. For marketing, the matter at hand was once simply reaching the public’s consciousness through mass media with hopes that your product would be remembered at buying time. Being relevant today, however, is another matter entirely. Today’s consumer has a […]

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