Category Archives: Social Media Research

What a CMO could learn from Ed Snowden

It is hard to find anyone who is not familiar with revelations about mass collections of private data conducted by NSA and other international security agencies. Regardless of what one feels about the methods Edward Snowden used to make these … Continue reading

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Loyalty vs Reputation-Which sells your product better?

Loyalty is based on prior experiences a customer had with a specific brand, while reputation is based on the aggregated experiences of others with a specific product. Both influence purchasing selections consumers make, but each can make a different impact … Continue reading

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Experience of Customers Helps to Forge Shoppers’ Expectations

If you believe, like I do, that happiness is about expectations management, customer reviews are your best bet for selecting your next car, smartphone or restaurant because they will likely deliver an experience you expect. “The big advantage of a … Continue reading

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Customer Experience is the “New” Marketing

Sincerity and competence are the currencies of customer interaction. Consumers may sometimes engage with a brand after seeing clever commercials or hearing a catchy jingle, but they are not very likely continue to be the customers after they encounter indifference … Continue reading

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Lies and big data

The other week someone brought to my attention an article with a title “Lies Data Tell Us” by Steven J. Thompson, CEO at Johns Hopkins Medicine International. The title took me aback, but as I read it I realized the … Continue reading

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