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Success today comes from not only knowing who your customers are, but also why they buy.  It’s not enough to know your customers’ demographics (e.g., adults aged18-54) and category behaviors (what they currently buy, what products/brands they use).  Even knowing your customers’  economic value (e.g., customers who spend $500+ in our category, companies that have […]

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If three makes a trend, then lately I’ve noted a new trend in strategic thinking.  It involves the discipline to ask different questions to get different results — and not just different results — better, clearer, more sustainable results.  I came across the idea to ask different questions to get different results from three different […]

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Every January, over 150,000 people make the pilgrimage to Las Vegas to attend International CES (previously known as the Consumer Electronics Show.)  Far from being an expo of electronic gadgets, it’s an exciting, inspiring, and (over)stimulating way to experience all things tech.  There is so much to see (new products on the show floor like […]

Take a look inside b8ta, a new store for discovering new tech products.  Learn how b8ta closes the gap between maker and buyer with a hands-on helpful retail customer experience that is much needed into today’s high tech, omnichannel world. other Brand Experience Briefs: Target Open House connected home store Apple Union Square Best Buy […]

technology-enabled service

Marketing automation. Real-time analytics. Chat bots.  New technologies like these have created some tremendous capabilities in marketing, customer service, and the customer experience. But as I was reminded by several posts this past month, we must not become so enamored with technology-enabled service that we forget our first love must be our customers. We shouldn’t rely […]

Brand Evolution Problems

This month’s round-up of articles I’ve read focuses on brand evolution problems.  Companies usually need to evolve in order to remain relevant to changing customers and to continue to grow.  But many have difficulty figuring out how to do so or adapting their organizations. […]