It’s June, which means it’s pride month, which means we’re all being bombarded by rainbow-festooned corporate logos. But does that really help? Or is it just another example of “woke washing,” the brand pandering that occurs when marketing and social movements collide. The amazing Katie Martell is back with some …more
The challenge with marketing is that we all think we know our products and services better than anyone. But do we? In today’s episode we learn why we need to get out of our own heads and think like our customers. The results might surprise you. See all Copernican Shift …more
Eating cereal can be more than just… eating cereal. For proof, look no further than Obo, makers of a bowl that transforms cereal from a meal to an experience. There’s a valuable lesson here — no matter how mundane your product or service, you absolutely must provide the best experience …more
The key to being customer centric is understanding your customers. And the best way for you, as a marketer, to understand your customer is to leave the friendly confines of your office or Zoom call and actually engage with the people you’re trying to market to. Sonia Sahney of GE …more
We all say we put the customer first, but what does that really mean? What actions are you actually taking that show the customer how important they really are? In today’s episode, Michelle Chiantera, CMO at Corel, talks with me about the stories we tell to our customers, and how …more
Review sites are probably among the first places your prospects go when researching your product or service, and yet these sites are typically an afterthought in most marketing plans. It doesn’t need to be that way. In today’s episode, Yoli Chisholm joins me to discuss tips and tricks for getting …more
We’re back with our continuing Modern Marketing Plan series. Today it’s all about analyst relations, a critical, yet often overlooked, part of your marketing plan. Drew Tambling, director of analyst and influencer relations at Sprinklr, steps through why it’s so important, how to get started, and explains why you should …more
Jordan Neuhauser, CMO at Trulli Audio, has a passion for music that is matched only by his passion for authentic customer engagement. In today’s episode Jordan and I talk about how Trulli Audio is listening to customers, and then — most importantly — reacting quickly and authentically, with personal engagement …more
The key to success for a marketer is to always be learning. And the key to learning is to read. In today’s episode I review some of my favorite marketing and advertising books — from new releases to timeless classics. Add a few of these to your reading list and …more
We’re well into the 20th century, so why are so many marketers stuck in an outdated broadcast marketing mentality? Today we kick off a multi-part series where we’ll look at the marketing plan of the future (well, the present, really), and why you need to shift your thinking from a …more
A hundred years ago, when you walked into a shop, the shopkeeper probably knew you. He knew what you liked, knew what …more
A recent Forrester study found that 82% of firms said CX is a top priority, but only 46% feel they’re getting a …more
Whether you’re selling B2B, or B2C, you’re selling to people. Often the same people. And these people appreciate rewarding experiences and responsive …more
It’s an exciting time to be in marketing. Organizations are finally waking up to the fact that their brand isn’t what they …more
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. …more
Your brand is not what you say it is. Your brand is what your customers think it is. And that’s built on …more
Have we lost sight of why we’re focused on the customer experience in the first place? In today’s episode, Rob Harles and …more
You can be the smartest person out there. But if you don’t have stakeholder management skills, it’s going to be tough for …more
Brands have quickly embraced modern channels — except for their customer care centers. Far too many still rely on antiquated 800-numbers. It’s …more
When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we …more
India is currently struggling with a serious COVID outbreak. Sprinklr has offices and employees located throughout India, so this issue is hitting …more
For years, marketers have been using personas, those fictional representations of supposedly real people that help you target your marketing messages. The …more
As marketers, we’re torn between… let’s call it the brain and the body. The brain is all the data, knowledge, and information …more
Organizational silos hurt your business, and disrupt your customer experience. Ryan Bonnici, CMO at Whereby, talks with me about how crystal clear …more
Growth is top of mind for every business. Fortunately, modern channels can help drive that growth, in more ways than you can …more
Brands, products, or companies that define a new category — and become the design standard for that category —derive most of the …more
Smart brands are moving beyond social listening and are using modern channels to drive revenue growth. To that end, you need more …more
As marketers, we’re tasked with representing our customers. That’s why it’s important to consistently add value to the customer experience. Jodie Sangster, …more
A special treat today as we revisit one of our most popular episodes. And it’s popular for good reason. Conversational Commerce is …more
We talk a lot about experiences here. But “experience” transcends digital engagement. There are life experiences too, which is why we’re kicking …more
