Monthly Archives: August 2014

Hell hath no fury like a customer scorned

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

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

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

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

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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