Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. When a customer calls your customer service people need to be empowered to help them solve their problems, and solve them quickly.
Generation Z, who have grown up with a smartphone in their hand, is now on the cusp of adulthood. Technology is an essential tool that has blended seamlessly into their lives from the start. The digital world is all they have ever known. Brands need to adapt quickly to the values and attitudes of this generation if they expect to keep pace and remain relevant to this audience.
Two in ten online consumers indicate that, in the past month, they have forwarded a link to an article about a brand or product (19%) or to a brand’s or product’s website (19%) to someone in the past month, while 15% have forwarded a link to a brand’s or product’s video. Surprised ? Where do you think consumers are going to turn when they eant information on your brand or product? If you answered Facebook you don’t get ice cream after dinner today. Continue reading
Should people with PhD’s be teaching students how to market or should schools be recruiting people who have actually succeeded in marketing? I believe the answer to that question is obvious, but there are still too many schools teaching students that marketing is a science with data not an art. Continue reading
With all the hype around social media and digital marketing what we are learning now is that POP displays and things like packaging can still lead to conversion. Despite a shopping list being a tool to stay on budget and eliminate unnecessary purchases, research shows that nine out of ten shoppers still buy items not on their list. Continue reading
Today, it’s not enough to watch the Biggest Game in Football, 78% of consumers also engage in social media while watching. The number one activity is to talk about the commercials, but does that really translate into the objective of advertising? Continue reading
What business are you really in? If you’re not solving customers’ problems and your product focused you’re in the wrong business and you’re going to lose market share. Marketing Myopia is still relevant, but too many marketers are overwhelmed with data to focus on customer needs. Continue reading
It seems that over the last few years, with the rise of social media, branding is being redefined over and over. While some brands do very well (Apple, Trek Bikes, Subaru,Starbucks) other brands are struggling to stay relevant to empowered consumers. So what does it take for a brand to stay relevant today? Continue reading