The shocking stats on customer retention

The cost of acquiring a new customer is often estimated at five times the cost of retaining the customer you already have. And it isn’t just cost—customer loyalty has a ...

Step aside, Big Data, the Internet of Things is coming through

If you haven’t noticed, the drum beat of Big Data discussions has been subsiding lately. Big Data is more of a fact describing volume, velocity and variety of data, not a ...

So you haven’t felt compelled to have a Mobility strategy? Think again.

The ‘mobility’ wave is probably one of the most significant of all kinds of waves we have seen so far. This is one ‘trend’ (if you allow me to belittle ...

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Ignore the HIPPOs for once and improve your business

Most decisions in organizations are made by escalating them up the management ...

Create marketing that is trusted, remarkable, unmistakable and essential

We’re months past the winter holidays and sellers have a great chance ...

Forget about managing mobile devices — manage mobile data

With most Americans and Europeans (and soon Asia and the rest of ...

Successful marketing hinges on what you know and when you know it

Today’s marketers needs to be focused intently on all of the data ...

Continuous improvement graduates to become continuous innovation (transcript)

Brad Power:  People familiar with continuous improvement will understand the continuous part. ...

What makes customer loyalty so critical right now?

During a recent trip to the grocery store, I commented at the ...

Location is a Big Data marketing goldmine

Location was first thought of as a way to target messages based ...

The data knows if the customer is always right

“The customer is always right” is a phrase we all grew up ...

Real change takes a village — here are its citizens

Have you been disrupted recently? Do you sometimes feel like your organization ...

Latest News

Business and technology are on a collision course

Business and technology are on a collision course that changes nearly every aspect of the organization. The term being thrown around to describe this is “digital business,” where mobile, analytics, social, and cloud are being married up to legacy systems like CRM, supply chain, inventory, and others so that data—sometimes called big data—has uninterrupted pathways […]

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Anti-social networking — why did it take so long to appear?

Really, it’s amazing that it took this long for an app like Cloak to appear. Years after the arrival of MySpace, Friendster, Facebook, and Instagram, we finally have an app meant to do the exact opposite of other social media — to disconnect us from each other. Anti-social networking. Disconnecting from some Think about it […]

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If you aren’t using simulation, you’re only simulating success

Are you on a marketing team that closely plans, tests and measures what it does? Marketing can be a funny thing—a place for people who create perceptions of effectiveness—or it can be quite the opposite, full of people who design, simulate and create measurable marketing success. Judging by the sheer volume of “blind” pitches that […]

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See your product as a process

Most products, with the possible exception of works of art, are designed to enable or facilitate one or more processes. We use products to help us reach some sort of goal. The better the product the easier and more enjoyable it is to reach those goals. It is important when designing and building any product […]

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Governor Christie rejects the future and fights the inevitable

If you haven’t heard, New Jersey Governor Chris Christie’s administration is blocking Tesla from selling direct to consumers. Tesla says existing automotive franchises have a conflict of interest in selling their electric cars and wants to sell directly to consumers through their own stores. Who convinced Christie to take this stance? The automotive dealers association, […]

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Are you on the front lines of the data analytics revolution?

Make no mistake, there’s a digital revolution happening, and that revolution is completely changing the world as we know it. What’s more, it’s happening with the greatest impact in the way consumers and retailers interact. McKinsey reports on the revolution In a McKinsey report published this week, the management consulting firm summarized its interviews with eight […]

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Here’s why I will personally retire the words “Big Data”

OK, that’s it. On April 1, 2014, I will cease using the term, “Big Data.” This isn’t because I’m finished working with organizations that need to solve big challenges through the use of enormous amounts of data. It isn’t because I think Big Data is more hype than reality, either. To the contrary, I think […]

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When multichannel retail fails badly

I needed to buy new software package for my new Mac.   After a little research I settled on a highly rated application.  The price on the company’s website: $199.  The representative who helped me purchase the product by phone was knowledgeable, friendly and enthusiastic about how their product would improve my productivity.  I made the […]

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Marissa Mayer is wrong…telecommuting creates great employees

Perhaps Yahoo! needed a reason to shake things up or test employee commitment. Marissa Mayer’s decision early last year to ban telecommuting and force everyone to work from an office may have been the right thing to do for Yahoo! but that doesn’t necessarily translate broadly. We work from home the majority of the time […]

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Making Marketing Magic Happen

Customer experience management is a simple term that describes both a level of effort and wealth of insight that’s never before been required of marketers. The effort is higher because a customer’s experience is very personal and connected to a wide-ranging set of information that describes every past interaction with a brand—whether online, in the […]

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There’s just one problem with Russia’s playbook for Ukraine — it is 2014, not 1980

Russia has taken a page from it’s playbook (the only page, perhaps?) in justifying it’s invasion of the Crimean Peninsula and threatening even more intervention.  That playbook was the plan for Hungary, Czechoslovakia, Afghanistan and even Georgia. In each of those situations, Russia could tell their citizens and the world a story that while false, […]

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Marketers face a digital imperative in 2014

We’ve reached a point where marketers agree that the way business is done has fundamentally changed. In almost every case, they’re ready to rethink strategies, tactics and technology, but most are struggling with how to make smart, durable, effective changes that don’t look like wasted effort in a few months. Wasted effort and lack of […]

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Europe, North America have a ridiculous headstart on innovation

Sometimes a simple picture puts it all in perspective. Reading through National Geographic this morning, there was an infographic, Wiring the World, that captured the state of the world’s connectivity perfectly through IP address mapping. The yellow, orange and red areas showing concentrations of IP addresses are primarily located in Europe and North America. If […]

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Infographic: Want to be a better marketer?

Source: Loyalty Lab blog.  

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