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Companies Ignore The Post-Purchase Experience at Their Peril
The post-purchase experience is mediocre at best for most consumers, and it’s a missed opportunity for your brand. The CMO Council’s recent report, Elevate What Consumers Appreciate, found that while...
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When It Comes to Gen Z, Forget Everything You Know About Brand Loyalty
Brands eager to win the business of Generation Z consumers need to step back and realize that this generation’s loyalty will be harder to earn and keep. Gen Z numbers nearly 65 million in the U.S....
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Why Many Smart Products Fail
How smart does your toaster need to be? In the race to get on the Internet of Things (IoT) bandwagon, many companies are trying to make their products smarter by adding connectivity and intelligence....
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CX Now Trumps Brand Loyalty, Suggests a New Study
Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study, which found that 47 percent of loyal customers will stop doing...
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How Smart Companies Embrace Brand Authenticity to Improve Customer Relationships
Most of us can detect phony people when we meet them, so we aren’t able to truly connect with them. It’s true with brands as well. Research conducted by The Drum in collaboration with Opinium shows...
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Customer Experience Is Mired In Mediocrity
Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail,...
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What the World’s Most Valuable Brands Do Differently
stux / Pixabay Five of the most valuable global brands are well-known Internet companies. According to recent rankings from WPP and Kantar Millward Brown, Google maintained first place in the BrandZ...
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Online Communities Are a Must-Have Tool for Customer-Led Marketing Decisions:...
metsi / Pixabay Companies that want to better engage with today’s hyper-connected shoppers need to consider investing in online communities. That’s the key finding from a recent Forrester Consulting...
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Your Research Experience is Your Customer Experience
Most people don’t like their experience participating in market research, and if companies don’t do anything about it, they risk losing the trust and participation of customers. That’s one of the...
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The End of the App Boom, and What It Means for Mobile Research
LoboStudioHamburg / Pixabay Think there should be app for that? If you’re a marketer, you should think twice. The mobile app boom is finally over, according to a study from research firm Nomura, as app...
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What’s Causing the Retail Apocalypse, and What Companies Can Do About It
A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits...
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An Ad Tech Exec on the Future Impact of AI on Marketing
We’re on the cusp of an artificial intelligence revolution. From tech companies (like Google and Salesforce) to auto giants like General Motors, enterprises from different industries are investing in...
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How Loyal Are You To Your Customers?
If there’s one thing your customers don’t lack, it’s options. For every Coke, there’s a Pepsi. For every Uber, there’s a Lyft. For every Scandal, there’s a Game of Thrones. In a world abundant with...
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“On the Brink of Distrust”: New Study Urges Companies to Engage Customers and...
The world today is suffering from an implosion of trust. That’s the big takeaway from this year’s Trust Barometer, an annual Edelman study on credibility and trust. The report found that for the first...
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Experiential Retailing Is the Next Big Thing in Activewear
The competitive activewear market is about to get a lot more crowded. According to Recode, e-commerce giant Amazon is preparing to launch its own activewear private label brands. If the rumor is true,...
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Case Study: Altering Employee Recruitment Strategy for the Millennial and...
Attracting and retaining Millennial employees is becoming a real challenge for big companies. Millennials, according to studies, are choosing smaller companies and startups over bigger, more...
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Ungendered: Why Forward-Thinking Marketers Are Embracing Gender Fluidity
Marketers are now looking beyond Millennials and shifting focus to Generation Z, the cohort born between 1995 and 2010. It’s a logical move given that this generation’s purchasing power—currently...
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How the Design Thinking Process Improves Innovation and Customer Experience
An increasing number of companies are transforming product development by embracing a design method that puts the customer first. Instead of relying on people’s gut instincts, this new design...
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In The Post-Steve Jobs Era, Tim Cook’s Apple Embraces Incremental Innovation
Hype is the name of the game in the technology industry. Major tech players don’t shy away from flashy media events, extravagant product announcements or elaborate PR antics. From self-driving cars to...
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Ephemeral innovation: Lessons from the Instagram Stories-Snapchat Saga
When I first heard of Instagram Stories, my initial reaction was a mix of disgust and disapproval. The feature, which was unveiled by the Facebook-owned company this month, allows users to post...
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