The notions that “the customer is king” and “the customer is always right” have been marketing gospel for generations of business school grads and brand managers. I’d never suggest that a strong customer focus shouldn’t be a key element of any brand’s marketing efforts. But how do marketers keep “King Customer” from becoming a total… Continue reading Is the Customer Still King?
Tag: Customer Experience
Stop Playing Pokémon GO and Read This
Invisible monsters, augmented reality and the future of catalogs So, how many Pokémon have you caught? You know, I used to chase invisible monsters through the park. They called me crazy. Today, everyone’s doing it. Who’s crazy now?! Pokémon GO is a legitimate pop culture phenomenon. Launched just this month, the free game app has… Continue reading Stop Playing Pokémon GO and Read This
Athleta, Amazon and Man-Buns
Why You Should Keep It Simple “Simple is harder than complex.” –Steve Jobs Browsing through a catalog of one of my favorite brands, I found myself completely frustrated, to the point that I eventually threw the catalog aside. Why? Because they made it hard for me to shop. We are in an era… Continue reading Athleta, Amazon and Man-Buns
Disappear Completely: Digital Marketing Lessons from Radiohead
In early May, British musicians Radiohead did the unthinkable: they lived up to their song title “How to Disappear Completely,” and erased themselves from the internet. Their website gradually decreased in opacity over the course of several hours, until it disappeared completely. Then, the band and its lead singer, Thom Yorke, removed all past posts,… Continue reading Disappear Completely: Digital Marketing Lessons from Radiohead
Customer Experience… The Competitive Advantage
There’s an old saying in marketing, “Happy customers tell three friends. Unhappy customers tell ten.” These days, with the ease of sharing on social media, those numbers are probably an understatement. The fact is the customer experience is arguably the most critical element of a brand’s success. According to a McKinsey study, 70% of buying… Continue reading Customer Experience… The Competitive Advantage
JEEPers! How can commodity brands stand apart from the competition?
J.Schmid President and Chief Creative Officer, Brent Niemuth, shows us that even while on vacation there’s always a branding lesson to be learned – How do brands that sell a commodity product or service separate themselves from their competitors (assuming the price is the same)? Need help making your brand stand out in a commodity… Continue reading JEEPers! How can commodity brands stand apart from the competition?
Sustainability: A Deeper Dive
Case Study: Seventh Generation When it comes to household goods, specifically those in the cleaning, paper, and personal care product lines, I’m not sure if there is a better example of sustainability in practice than Seventh Generation. From the company name to their product ingredients, down to the containers their soaps and cleaners arrive in,… Continue reading Sustainability: A Deeper Dive
Sustainability: A Deeper Dive
Case Study: Patagonia While some companies incorporate sustainability practically into sourcing and shipping and others focus on the empirical side of things through product ingredients and consumer honesty, there is a third segment whose very brand essence relies on their inherent relationship to ethical consumerism and their perceived identity in the marketplace. Standing atop the… Continue reading Sustainability: A Deeper Dive
Sustainability: A Deeper Dive
Case Study: Crowd Cow Somewhere in no man’s land, between the entrenched forces of cooking meals at home on one side and ordering food in a restaurant on the other, lives a purchase variable that has been rediscovered in a big way: convenience. Walk into any apartment building, drive down any street, and you’re likely… Continue reading Sustainability: A Deeper Dive