I had amazing maternal grandparents — affectionately named Babi & Dziadzi. They arrived in Canada from Poland in 1922, and worked as hard as anyone I can imagine their whole lives in order to improve the lives of their children. Settling in St Catharines, Ontario, they built three houses on …more
Charles Wilson Conn (July 27, 1938 – April 29, 2022, aged 83) 4pm ET, Friday May 6, 2022 — my Dad died exactly a week ago. It’s time for me to share some thoughts. How do you summarize a life in a few hundred words? As his oldest son, I’m …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
Gathering customer insights is so important we’re doing a second show about it. In this follow-up podcast to my discussion with Sonia Sahney, I go into detail about the time I literally went into people’s homes and watched them do their laundry. It’s taking customer insights to the extreme, and …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 say it is. Their brand is a reflection of the experiences they land with their customers. In this Adweek webinar, Danny Wright and I talk about the three …more
Your brand is not what you say it is. Your brand is what your customers think it is. And that’s built on experiences, including purchasing, support, and customer care. In part 2 of my discussion with Rob Harles we talk about our unhealthy obsession with scale, and why we need …more
A recent Forester study found that 82% of decision makers say that CX is a top priority. But that same study found that most brands are struggling to know where to start. To help kickstart this process, we’re introducing a multi-part series I’m calling “Imagine” — a creative look at …more
Brands, products, or companies that define a new category — and become the design standard for that category —derive most of the profit from that category. It’s a simple idea, but a challenge to execute. Peter Goldie, category designer and advisor, joins me today to talk about his real-life experience …more
Will we ever fully return to live, in-person conferences when COVID is finally over? Sprinklr just wrapped up our annual sales conference — virtual, of course — and the experience was pretty… amazing. It has me wondering whether we’ll ever go back to an all-in-person event. In today’s episode I …more
Now that you’ve discovered the billions of conversations, and used AI to classify them into something you can act on — it’s time to respond appropriately. This is the “management” piece of customer experience management. And if you’re not doing this, you’re not really doing CXM. We wrap up our …more
We’re witnessing the birth of a new brand category. As cannabis and psychedelics evolve from illegal to mainstream, the industry is grappling …more
Every winter, the Rockefeller Center in New York displays a beautiful, stately, lush Christmas tree. Or do they? This year’s tree borders …more
It’s difficult to believe, but in the recent past consumers relied, to an inordinate degree, on brand advertising for advice prior to …more
Marx Toys was arguably the greatest toy company of mid-century America. It created the coolest toys ever — our house was full …more
For July 4th the great Marc Shaiman posted the Frank Sinatra short film The House I Live In from 1945 in his Facebook …more
Here’s today’s Leo: “Steep yourself in your subject, work like hell, and love, honor and obey your hunches.” — Leo Burnett I’m …more
Here’s today’s Leo: “As I have observed it, great advertising writing, either in print or TV, is always deceptively and disarmingly simple. …more
Here’s today’s Leo: “I have learned that it is far easier to write a speech about good advertising than it is to …more
Here’s this week’s Leo: “Growing pains sometimes may seem unbearable, but believe me they are nothing compared to the pain of shrinking …more
The Super Bowl has turned into a Super Social event as well, and last year’s black-out incident made stars out of the …more
By Nancy Wong Bryan, Originally posted on April 05, 2004 The Web as a Door-to-Door Salesman articles (I, II, III) were from an …more
