Winning with CX, Part 1: How Top Brands Improve Convenience

There’s no such thing as “convenient enough.” As fast as we learn to swipe instead of type, or tap to pay, we’re already looking for a faster, shinier option — or complaining about why it doesn’t exist yet. Who could possibly can keep up with this unending demand for faster, more hassle-free customer experiences? Guess …

3 Lessons Learned from Signal’s Summer Internship Program

Ask any college student: securing a summer internship is no simple task. Months of refining résumés, stressful interviews at different companies, and finally (or, hopefully) accepting an offer. And that’s all before the real work begins. Fortunately, the welcoming atmosphere that set apart my initial Signal interview extended throughout my internship here. As my time …

Intimacy Issues Are Tearing the Heart Out of Your Customer Relationship

Note: A version of this post originally appeared on The Future CMO Club website. Want to think less like a marketer and more like your customers? Put yourself in their shoes. One terrific way to know someone better is playing the Never Have I Ever Game. You’ll quickly find there are experiences that most all of …

How Stop-and-Go Onboarding Goes Off the Rails

Note: This post originally appeared on The Drum. Given the breakneck speed at which new engagement channels emerge and the dubious incentives that drive manufactured scale and reach, it’s no wonder that the ad tech world is notorious for over-promising and under-delivering. The latest example of waving the “Mission Accomplished” banner too soon is happening …

3 Ways That 1:1 Marketing Will Disrupt Holiday 2017

What do marketers have in common with kids at Christmas? What do marketers have in common with kids at Christmas? For one, we’re inexorably drawn to the latest hot thing. For the kids, there’s always a must-have new toy, like Hatchimals or fidget spinners. And for marketers, it’s usually the latest tech trend, like chatbots …

Is Your Marketing Still Guilty of Mistaken Identity?

Is Jennifer Greer a 50-year-old mother of three daughters? Or is she actually an 18-year-old male in need of his first real shave? That’s the question facing marketing execs at Gillette after a promotional package of razors landed at Ms. Greer’s doorstep instead of reaching one of the 2 million teenaged boys the personal care …

Hey, Marketers! 3 Retailers to Rip Off This Holiday Season

Amidst record numbers of store closings, can you name three retailers (other than Amazon) that are likely to have plenty of inventory and traffic this holiday season? Our surveillance turned up three brands that look ripe for ripping off: Sephora, Home Depot and Best Buy, all of whom competed in categories that showed above-average growth …

How US Retailers Fought Back — and Captured Traffic — on Amazon Prime Day 2017

Note: This post originally appeared on MediaPost. While Amazon is counting its money from its third annual Amazon Prime Day — the e-commerce giant’s midsummer event generated an estimated $1 billion in sales, its biggest single day ever — other U.S. retailers didn’t simply watch from the sidelines. Some counter-attacked, and built momentum that will carry …

Holiday 2017: How Brands Can Get Personal with Ad Strategy

Personalization has frequently been cited as a top priority for retailers in 2017. But in a just-published whitepaper, research firm RSR calls individualization one of two key marketing strategies retailers must adopt to win the upcoming holiday shopping season. Individualization — essentially Personalization 2.0 — is based on robust individual shopper profiles plus dynamic, real-time …