Customer Loyalty Part 10: A Customer Reactivation Story About 10 years ago, REI made me so stinking mad that I swore I’d never grace their check-out again. A brand-advocate no more, I huffed my outraged “customer-no-service” story to everyone that cared to listen. Their offense? They made me pay for return shipping on a few… Continue reading REI & Me
Tag: Customer Behavior
Knowledge-Based Creative
Part 3: Personalize Your Catalog Covers Big data. Net Promoter Scores. Customer Models. There is a lot of information out there. And if we’re doing our jobs correctly, we’re referencing multiple audience indicators to inform our marketing every step of the way. Especially with digital. We can react quickly to customer behavior; turn on a… Continue reading Knowledge-Based Creative
REI & Me: A Customer Reactivation Story
About 10 years ago, REI made me so stinking mad that I swore I’d never grace their check-out again. A brand-advocate no more, I huffed my outraged “customer-no-service” story to everyone that cared to listen. Their offense? They made me pay for return shipping on a few items that didn’t fit. And worse, because I… Continue reading REI & Me: A Customer Reactivation Story
HOW TO MAKE OLD NEW AGAIN
It seems like every other day we read about another storied brand going out of business, while at the same time, new upstart brands continue to gain traction. Much of this is fueled by evolving tastes and habits as each generation brings their particular and unique preferences to the marketplace. Millennials and Gen ‘Z’ buyers… Continue reading HOW TO MAKE OLD NEW AGAIN
Don’t You Dare Ignore the Silver Tsunami
Millennial Schmillennial! Why is everyone rushing to grab this elusive customer group when we are about to experience the largest wave of spending power to ever hit the market? I’m talking about the aging Baby Boomers who have become empty nesters, are retiring and are more mobile than ever. Consider the silver lining: There are… Continue reading Don’t You Dare Ignore the Silver Tsunami
Change is Dangerous. And You Must Do It.
Serious car accidents spiked by 17% the Monday after the switch to Daylight Saving Time, proving that even a one-hour change can be painful and risky. How dangerous is change within our marketing world? Well, it’s actually life-threatening to our marketing programs. But we can’t stop change itself, so we must learn to adapt. The biggest… Continue reading Change is Dangerous. And You Must Do It.
The Experience Economy: Why I Can’t Sell My China
My husband and I are on a quest to downsize and get rid of “stuff” that serves no purpose in our lives. This includes our two sets of beautiful Wedgwood china that we lovingly chose many years ago. But, to our dismay, no one wants it. Not even our sons. And it’s not just me. My… Continue reading The Experience Economy: Why I Can’t Sell My China
“Alexa, can you help me work smarter?”
Oh my. I just read an article about the future of search marketing called “What Amazon Echo and Google Home mean for online retailers.” The next thing I see is a UPS package on my doorstep with “voice shopping with Alexa and Echo” printed right above “Prime” on the packing tape that seals the box.… Continue reading “Alexa, can you help me work smarter?”
The Future of Brick-and-Mortar in the Millennial Age
Much has been written about the demise of America’s brick-and-mortar retail institutions due to the expansion of e-commerce and mobile technology. With slowing population growth, the future of retail sales will depend largely on increased individual spending, much of which will come from the demographic cohort known as Millennials. Some relevant facts about this group:… Continue reading The Future of Brick-and-Mortar in the Millennial Age