Monthly Archives: August 2014

Hell hath no fury like a customer scorned

Posted on by Gregory

Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the brand’s name. The only reason any company ever invested into graphics, messaging, advertising and your salary … Continue reading →

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence | Tagged , , , | 1 Comment

More Signs of Decline in Brand Relevancy

Posted on by Gregory

Last week I was shopping for a new Bluetooth headset for my phone after my trusted Motorola  betrayed me in the middle of an important call with a client. It did not quite dropped dead, it just “ceased to be”, … Continue reading →

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The “Agile” Approach to Consumer Product Marketing

Posted on by GregoryY

It is not “cool” that sells your products today, it’s the experience your company delivers to the people who buy them. Continue reading →

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In Defense of Anecdotal Evidence

Posted on by GregoryY

During the last two decades traditional retail business has experienced a disruption similar to an earthquake delivered by the proliferation of ecommerce. That earthquake caused tsunami-like floods of online customer reviews describing personal experiences with specific products. Those retailers, who … Continue reading →

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence, Social Media Research | Tagged , , , , | 2 Comments

The Gospel of Customer Centricity

Posted on by Gregory

The price of a product, the brand value and the other pillars of marketing are no longer the most important factors in a consumer’s selection process. At a certain level of affluence the “absolute value” of experience, a company is … Continue reading →

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