Marketing inside out

brands don’t exist on store shelves or in product packaging - they are not dictated by advertising campaigns nor by the creative components of a marketing message. Brands exist in the minds of consumers and are reflective of their experience with your company or product. Branding is a form of psychological warfare – and the battle plan is comprised of a series of customer experiences and interactions with your organization.

“Can I try on that (e)sweater please?”

Quick, guess what generated more online revenue last year: computers or clothes? Believe it or not, online clothing revenue actually exceeded online computer revenue for the first time ever last year. Potential explanations of this shift often relate to new...

The Many Ways of Validating the Customer Experience

Someone at Sports Illustrated is clearly paying attention to the latest trends in online surveying. They've come up with a survey front-end to tabulate the first ever (to my knowledge) Fan Value Index. They're asking fans to rate elements of...

The Enlightened Consumer

Empirical data shows that customers are becoming more and more demanding. In a recent study by NFI research, close to 90% of senior executives and managers revealed that they found their customers to be more demanding today than a few...

The x-men x-factor

If you've been following the newswire, you've probably seen that we've put out a press release formally announcing the founding members of our advisory council. We're extremely proud of the team we've assembled to help guide and nurture us. Each of our members is a recognized thought leader in his field. Their unique skill sets will help make it possible for us to mature our technology, refine our research methodologies, and grow the iPSI.

Using customer satisfaction data to boost morale

It's a well-documented fact that employee morale is not what is once was. The golden years of North American capitalism, the age of the "company man," when people worked 25 years for the same firm and never dreamed of jumping...

Corporate America ... Are you listening?

I think the power in this video goes well beyond a lesson in customer service, but rather scratches at the very core of what Social Media is and how it will change how companies deal with their consumers.

Back to the Swarm

So, how tightly managed is your online content team? If they perceive a site weakness, are they allowed to innovate and develop a solution on the fly? Or, do they have to submit their recommendations for change through a ponderous chain of command and see any hope of implementation consigned to a long waiting list?