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Making connections with the new digital consumer
Summary of global shift away from open Internet-based screen time toward walled gardens + links to more articles to drill down
digital  advertising  marketing  disruption  channel  shift  attention  q1  2019  analysis  platform  website  blog  wechat  esports  gaming  podcast  OTT  hulu  netflix  facebook  wall  garden  model  brand  sponsor  nigeria  africa  south  india  china 
june 2019 by csrollyson
Silo Mentality cartoon | Marketoonist | Tom Fishburne
[commented] Responded to assertion that “marketing is best equipped to handle customer experience”; how to break silos to enhance #CX
csrblogcomment  marketing  customer  experience  pointofview  cartoon  silo  organization  sales  Q2  2019  brand  enterprise  csr19 
june 2019 by csrollyson
Creating a Culture of Customer Centricity - TandemSeven - The Experience Innovation Company
Pithy point of view on #customer #centricity: argues that the key to organization change is [truly] customer-centric #user #research and persona models. To this I'd add #JTBD
pointofview  customer  experience  transformation  centricity  enterprise  brand  Competition  organization  change  user  executive  team  empowerment  irony  research  persona  model  value  proposition 
may 2019 by csrollyson
Common Mistakes During Customer Journey Mapping
How many of these do you know? Very useful post reveals common #journey #map #pitfalls - No.1 is having too much product focus #cx [commented]
journey  map  howto  pitfall  list  csrblogcomment  q2  2019  product  brand  emotion  model  design  research  exception  csr19  customer  experience 
april 2019 by csrollyson
Can a Deprivation Study Deliver Brand Inspiration?
[commented] How deprivation research asks people to do without some favorite things creates creativity and joy #ethnography #cx #research
deprivation  research  ethnography  csrblogcomment  q2  2019  method  brand  product  csr19 
april 2019 by csrollyson
Research Solutions | Market Street Research
Marketing research firm discusses brand awareness and how it's measured with qual and quant methods + links to multiple other research methods; they do longitudinal studies for customer experience and employee engagement and general benchmarking
marketing  brand  awareness  image  research  quantitative  qualitative  comparison  vendor  firm  csr19  benchmarking  reference 
march 2019 by csrollyson
The Customer Journey Map: Why It’s Essential - CMNTY Blog
Striking: Post on why/how to create #customer #journey #maps is NOT customer-focused. Sadly, this is the rule, not the exception #CX
brand  customer  journey  map  platform  experience  CSR19  howto  tools  value  proposition  example  organization  usecase 
march 2019 by csrollyson
Should Social Media Affect Your Customer Journey Map? - CX Social
Brand-centric: Advocates using #socialmedia as part of #customer #journey #maps BUT doesn't use it to create the model
customer  journey  map  social  media  usecase  2017  Experience  csr19  brand 
march 2019 by csrollyson
The Lifecycle of a Washing Machine: Transforming the Customer Experience for a Home Appliance Manufacturer | Doblin
Doblin #customer #experience research for global white goods brand: [conclusions] "#socialmedia #analysis can be used to determine & uncover an incredibly wide range of research questions and help determine and prioritize the most useful next steps."
customer  experience  digital  anthropology  appliance  home  product  washing  machine  2017  social  media  journey  map  brand  doblin  deloitte  bullsi  exceptional  csr19 
march 2019 by csrollyson
What is Customer Journey Mapping? The Complete CX Network Guide | CX Network
Solid high-level post on why to use #customer #journey #maps + how to orchestrate the effort + pitfalls & links #CX
customer  experience  journey  map  value  proposition  approach  reference  persona  brand  enterprise  pitfall  csr19 
february 2019 by csrollyson
Marketing myopia - Wikipedia
Overview of the impact of the seminal HBR paper first published in 1960; argues against the [still] prevailing brand tendency to focus marketing on brand, not customer experience #CX
marketing  reference  brand  egotism  customer  experience  user  debunk 
february 2019 by csrollyson
In Sweeping War on Obesity, Chile Slays Tony the Tiger - The New York Times
Extreme #obesity: 75% Chileans overweight/obese + over half kids up to 6 overweight/obese: How the govt is fighting #big #food
drivetotrust  cooktohealth  obesity  casestudy  chile  regulation  big  food  processed  ethics  fight  warning  label  grocery  brand  diabetes  children 
may 2018 by csrollyson
The Facebook News Feed is Changing to Favor Person to Person Engagement - Jon Loomer Digital
[commented] Superb 1st take on #facebook #newsfeed change in January 2018 + links to more Kudos @jonloomer
csrblogcomment  facebook  news  update  q1  2018  analysis  exceptional  insight  profile  page  brand  advertising 
january 2018 by csrollyson
Customer Success: An Experiential Social Media Business Application - YouTube
Short video on how experiential #socialmedia can make #customer #success more, er, successful
customer  success  experiential  social  media  video  pitfall  brand  ethos  empathy  reference 
october 2017 by csrollyson
YouTube To Offer Third-Party Brand Safety Tools | Digital - AdAge
Starting to accommodate brand concerns of ads appearing alongside extremist videos
q1  2017  advertising  youtube  filter  brand  budget  vendor  video  politics  terrorism  ugc 
april 2017 by csrollyson
French advertising giant pulls out of Google and YouTube | Media | The Guardian
Brands pull ads when Google won't guarantee that ads won't appear alongside "objectionable" content
advertising  google  youtube  program  trading  white  supremacy  content  facebook  UK  France  Twitter  brand  marketing 
march 2017 by csrollyson
Hello, OnStar - Meet Watson - |
Ibm Watson + GM Onstar aim to boost driver customer experience & productivity #analytics
ibm  watson  cognitive  computing  analytics  big  data  automotive  customer  experience  partner  brand  oil  restaurant  driving  car  q4  2016  mobile  music  park  productivity 
march 2017 by csrollyson
Americans Still More Confident in Small vs. Big Business | Gallup
"Big business regularly ranks near the bottom in confidence among major U.S. institutions"
brand  enterprise  corporate  smb  small  business  trust  2015  Statistics  usa  culture  2csrollyson  sochap  cco  2sbs 
october 2016 by csrollyson
Edsel - Wikipedia, the free encyclopedia
Old classic automotive case study of product launch failure, poor resesrch, management
marketing  brand  failure  history  automotive  ford  management  advertising  research  product  design  engineering  model  mix  pricing  casestudy  2csra  2csrollyson  2cdo 
september 2016 by csrollyson
$1 Billion for Dollar Shave Club: Why Every Company Should Worry - NYTimes.com
Another example of a startup that used the cloud for its operations: DSC had only 190 employees & sold for $1B
disruption  subscription  q3  2016  personal  care  acquisition  exit  virtual  consumer  brand  youtube  aws  amazon  cloud  logistics  distribution  2csra  2snr  sochap  2execguide 
july 2016 by csrollyson
Influencers vs. Celebrities: The Critical Differences | Simply Measured
[commented] VALUABLE distinction: how #influencers differ from #celebrities in #socialmedia
csrblogcomment  social  media  influencer  celebrity  q2  2016  marketing  brand  insight  business  customer  experience  cmo  cdo  cco  2csra  sochap 
may 2016 by csrollyson
trendwatching.com | GLOBAL BRAIN
Disruptive global #social trends & ideas for #brands to boost relevance, nod to #outcomes
culture  politics  society  trend  example  consumer  refugee  marketing  product  development  management  innovation  Q2  2016  apparel  cosmetics  startup  kickstarter  2ghcj  brand  pricing  climate  outcome 
may 2016 by csrollyson
DAS DEAD BRAND
[commented] Riffs on @VW #dieselgate and its impact on the brand
vw  scandal  pointofview  brand  snafu  2016  diesel  software  engineering  emission  cheat  Speculation  csrblogcomment  2sbs  trust  executivesochap  cco  2cdo  cmo  2snr 
april 2016 by csrollyson
BMW ConnectedDrive : Overview
Home: #ConnectedDrive for @BMW smart car that's connected to your #smartphone #smarthome to make life easier
website  summary  smart  car  automotive  IoT  ubiquitous  computing  transport  brand  smartphone  home  customer  experience  driver  travel  2cdo  cdo  digital  transformation  2csra  2snr  2execguide  future  2csrollyson 
march 2016 by csrollyson
The New My BMW ConnectedDrive Portal and ConnectedDrive Store
#ConnectedDrive is the @BMW brand for smart car integrated w driver's other devices #kudos
smart  car  automotive  IoT  ubiquitous  computing  transport  brand  smartphone  home  customer  experience  driver  travel 
march 2016 by csrollyson
What is Semiotics?
Marketing #research firm defines its practice of #semiotics for #design and brand management
semiotics  anthropology  definition  pointofview  professional  services  firm  design  chicago  brand  marketing 
march 2016 by csrollyson
Obama: The Ultimate SXSW Brand Activation | DigitalNext - AdAge
Reflecting on the power of experiential marketing at SxSW; wish they'd shared more beef on "presidential mktg"
Q1  2016  obama  sxsw  experiential  marketing  event  pointofview  brand  f2f  offline  online  2csra  2snr  2cdo 
march 2016 by csrollyson
Let Customers Decide in a Push Me, Pull Me World
Marketer muses abt customer experience of brand; concludes to let customers have control #kudos
marketing  customer  journey  inbound  outbound  brand  example  Q1  2016  pointofview  sport  cco  cmo  sochap 
january 2016 by csrollyson
Empathy Global Index | Lady Geek
Fun comparison of global brands by "empathy"; begs more supporting info
empathy  customer  experience  social  media  analysis  rank  comparison  brand  industry  sochap 
january 2016 by csrollyson
The Most (and Least) Empathetic Companies
Empathy Index, new #customer #experience indicator? 60 are LESS empathic than @comcast #yikes @ladygeek
customer  experience  empathy  Statistics  rank  comparison  enterprise  brand  index  2015  Q4  cco  2ghcj  sochap 
january 2016 by csrollyson
7 Technology Trends Transforming Consumer Communication - Salesforce Marketing Cloud Blog
Recap of "7 transformative trends" changing relationships between firms and people + useful journey image
journey  customer  2014  image  digital  transformation  mobile  enterprise  brand  cmo  cco  cdo 
december 2015 by csrollyson
Better than Steve Jobs, the movie: The real Steve Jobs - Fortune
Ironic: @Fortune calls it "pitching," but it's not b/c it was real for @stevejobs
stevejobs  brand  belief  philosophy  history  video  technology 
october 2015 by csrollyson
No Brand Worshipped by Accident | Value of customer loyalty infographic
Useful stats on customer experience, loyalty & business value in retail context Thx @jeannebliss
customer  experience  loyalty  uk  statistics  trust  relationship  service  sales  brand  NPS  social  media  email  infographic  value  proposition  retail  cco  2cco  2cdo  cdo 
october 2015 by csrollyson
The Rise of the Chief Digital Officer
Excellent description of the Chief Digital Officer #CDO role and market drivers
CDO  reference  analysis  executive  digital  transformation  recruiting  strategy  enterprise  brand  foundation 
october 2015 by csrollyson
A Bigger CMO Role: The Chief Omnichannel Officer
Another example of a retail brand coping w the need for #digital & #customer #transformation
cco  cdo  executive  omni  channel  retail  brand  management  digital  customer  experience  transformation  cmo  career  strategy 
september 2015 by csrollyson
Why Customers Equate Your Brand With User Experience
[commented]Useful summary on #customer #experience considerations and scope
cco  brand  marketing  howto  customer  Experience  csrblogcomment  summary  touchpoint  service  design  Q3  2015  cmo  2chcuo 
september 2015 by csrollyson
3 Types of Customer Experience Action Essential to ROI
Useful POV on change vectors in the #CCO customer experience transformation journey | links customer service w culture change
cco  howto  culture  organization  brand  operations  change  transformation  service  experience  customer  pointofview  reference  2csra 
september 2015 by csrollyson
Fast Company Magazine Issue 197 July/August 2015 | Business + Innovation
Up close w @johnlegere & how he's using personality to drive #Tmobile growth; customer & employee response | BTW "légère" ="light" ;^)
ceo  personal  telecom  usa  customer  experience  employee  market  position  strategy  brand  innovation  publicrelations  2cdo  2csra 
september 2015 by csrollyson
The Impact of the Chief Customer Officer, Part I
Key research finding: "Every company ways it's customer-centric, but few truly are"
cco  value  proposition  analysis  investment  enterprise  brand  mission  customer  experience  culture  process  transformation  study  research  Q2  2014 
august 2015 by csrollyson
The Sad State Of Customer Care In America | Executive summary
In case you missed: Superb #customer #experience research on (dis)satisfaction w USA brands #telecom #computer #automotive
customer  experience  research  usa  2013  service  brand  enterprise  client  care  trust  Statistics  telephone  exceptional  2cdo  2sbs  2csra  cco 
june 2015 by csrollyson
The ultimate guide to Whatsapp Marketing | The Startup Videos
Basic guide to using #WhatsApp for marketing, customer service, and brand building
whatsapp  marketing  guide  global  customer  relationship  brand  example  2015  reference 
march 2015 by csrollyson
The Scientific Guide to Pinterest Marketing
Excellent guide to using #Pinterest for business includes data, analysis, stats #kudos
pinterest  reference  q2  2014  guide  marketing  analysis  bullsi  comparison  linkedin  twitter  instagram  facebook  statistics  journey  product  brand  color  image  howto  Platform 
march 2015 by csrollyson
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