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People Don’t Care

A vast majority of customers, prospects and donors just don’t care about brands.

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The Dog Bowl of Big Data

Big data continues to confound the average marketer. The issue surrounds comprehending the data that matters. Marketers need to understand how to use the technology. Big data has no value unless you can mine information sets to achieve better business outcomes. Which data sets make for richer relationships with prospects and customers? How will it impact business? What should a marketer look for? Go back to key performance indicators (KPIs). One worthwhile KPI might be return customers. Let’s apply that to both a hypothetical B2C and a B2B scenario. If you are a retailer, instead of examining the immense amount of data produced from web site and social interactions, intentionally predetermine what will matter to your company. One thing we […]

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2013: Clicks and Mortar

Image by CRUSTINA! The big digital media shift in 2013 has little to do with new mobile applications or social networks. Rather, it revolves around how brick and mortar businesses — and in particular stores and entertainment venues — integrate social into their physical brand experiences. Some folks dub this trend Clicks and Mortar, the integration of online into our everyday physical whereabouts. Recently, I attended the Ivy League Sports Symposium, and, whether it was MLB or the Tough Mudder franchise, everyone was talking about the live fan experience from a participation perspective. For example, new stadiums are developed with incredibly robust wifi networks for in game experiences. The trend extends well beyond sports. Burberry recently invested significant dollars to […]

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Why You Need a Customer Experience Officer

Image by Eyesplash Greg Verdino turned me on to a fantastic article about the rise of the Customer Experience Officer. The article rightly discusses the real trend of branding today — the comprehensive user experience. By focusing on the comprehensive user experience, research shows brands strengthen return on investment (ROI). Geoff Livingston on Google+

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The More We Stay, the Less We Say

Forrester recently updated its Technographics profiles (made famous in the book Groundswell) for global social media consumption, surveying 95,000 consumers across 18 countries in North America, Europe, Asia and Latin America. One primary finding was the lack of commenting occurring in mature western markets, including the United States. Adoption is pretty much complete in the U.S. (86%) and globally. Almost everyone who is online also is using or has used social media. Comscore recently corroborated this data, saying 83% of the world’s online population participates in social media. But, most of us in the United States are not social and care not to converse. The Forrester report finds that 2/3 of the US adult social media population doesn’t comment. This […]

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The Customer Is Not Your CMO

Image by Walmart Stores Wouldn’t it be great if customers ran marketing? No, I don’t think it would be great. In fact, it would suck. It flies in the face of the way business occurs. People within a company determine how to build products for, market to, and serve customers. A customer centric business model is smart and often the mark of a successful company. Great companies exist to serve these customers. Today, the social business movement (an unfortunate term born to be clich├ęd from the get go) seeks to reinvigorate modern companies with a listening-based customer-centric model. But let’s be clear here, customer centric does not make your CMO a customer. The customer has no interest in showing a […]

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Vocus Marketing Blog
(2012-present)

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