Eighty percent of companies think their brands have superior experiences. Unfortunately, only eight percent of their customers agree.
It’s time for brands to tackle the experience gap – the gap between how consumers want to experience brands, and what brands are actually doing.
It’s not just a marketing imperative; it’s a business imperative. That’s why we’re proud to share our latest research looking at brand experience examples and ideas that you can apply to your brand.
Don’t get us wrong—we're not saying that editorial calendars are all bad.
But using one poorly can lead to obscure social media posts, videos and white papers that do nothing to achieve your business goals, and other time- and budget-wasters that have little to no real ROI.
89% of content marketers are focused on creating more engaging, higher quality content now or within the next 12 months. If you’re one of them, maybe it’s time to ditch the calendar (or at least use it better).
Our latest Jack POV, Why editorial calendars make your content suck, was presented by our VP, Strategy Director, Ben Grossman at this year’s SXSW Interactive, and we’re making the insights from Austin available to you.
New research proves consumers prefer brands that offer unique experiences. Many are even willing to pay more for unique brand experiences. Check out our global research on brand experience trends and learn how to apply these insights to your brand.
Experience brands understand that a customer’s or prospect’s path to the brand passes directly through their own people. And if those people aren’t aligned to the organization’s purpose and brand and business ambitions, there’s little chance of delivering the kind of positive experience clients will want to repeat and share.
We believe 2010 will be the year of experience brands, because marketers are ready to bring new discipline to what they've been doing for years: orchestrating all their touchpoints to create a consistent brand experience and achieve a competitive advantage in the marketplace.
We're committed to bringing thought leadership to this dialogue-starting with a new article that defines experience brands, cites some experience brand heroes and points to ways experience brands can improve ROI.
Big data has given marketers an unprecedented view into the attitudes and behaviors of larger audiences than ever before. But as we become increasingly reliant on big-data analytics, we’re also basing our insights on the same data pool—and arriving at very similar ideas. It’s a race to the middle that can dilute brand perceptions and value.
For brands to stand out, big data isn’t enough. That’s where small data comes in.
In our latest white paper, we show how using small data—the tiny clues that can uncover consumers’ drivers and desires—can uncover consumer insights that can't be found through big data alone.
Read the white paper, and find out how small data can lead to breakthrough ideas that transform brands and brand experience.
http://exchange.cim.co.uk/thought-leadership/brand-experience-report/
In marketing, we are all after one thing: space in a consumer's mind.
To achieve this, a positive brand experience is required. After all, if a consumer doesn't feel a connection with a brand, then it will fail to make it into the consumer's consideration set.
The choice of brands within today’s market has grown exponentially over the years. Due to this, the expectation and demands from consumers will only continue to increase.
This is one of the core reasons as to why brand has evolved from a purely communications-led concept to one that needs to run through the very heart of every organisation. Ultimately, it’s the customer journey that is now acknowledged as defining the brand.
It’s with this ideology in mind that we here at CIM, with the support of Brandworkz commissioned this thought leadership report to identify key areas within organisations that most urgently need tackling in order to enable marketers to deliver on their desired brand experience.
Don’t get us wrong—we're not saying that editorial calendars are all bad.
But using one poorly can lead to obscure social media posts, videos and white papers that do nothing to achieve your business goals, and other time- and budget-wasters that have little to no real ROI.
89% of content marketers are focused on creating more engaging, higher quality content now or within the next 12 months. If you’re one of them, maybe it’s time to ditch the calendar (or at least use it better).
Our latest Jack POV, Why editorial calendars make your content suck, was presented by our VP, Strategy Director, Ben Grossman at this year’s SXSW Interactive, and we’re making the insights from Austin available to you.
New research proves consumers prefer brands that offer unique experiences. Many are even willing to pay more for unique brand experiences. Check out our global research on brand experience trends and learn how to apply these insights to your brand.
Experience brands understand that a customer’s or prospect’s path to the brand passes directly through their own people. And if those people aren’t aligned to the organization’s purpose and brand and business ambitions, there’s little chance of delivering the kind of positive experience clients will want to repeat and share.
We believe 2010 will be the year of experience brands, because marketers are ready to bring new discipline to what they've been doing for years: orchestrating all their touchpoints to create a consistent brand experience and achieve a competitive advantage in the marketplace.
We're committed to bringing thought leadership to this dialogue-starting with a new article that defines experience brands, cites some experience brand heroes and points to ways experience brands can improve ROI.
Big data has given marketers an unprecedented view into the attitudes and behaviors of larger audiences than ever before. But as we become increasingly reliant on big-data analytics, we’re also basing our insights on the same data pool—and arriving at very similar ideas. It’s a race to the middle that can dilute brand perceptions and value.
For brands to stand out, big data isn’t enough. That’s where small data comes in.
In our latest white paper, we show how using small data—the tiny clues that can uncover consumers’ drivers and desires—can uncover consumer insights that can't be found through big data alone.
Read the white paper, and find out how small data can lead to breakthrough ideas that transform brands and brand experience.
http://exchange.cim.co.uk/thought-leadership/brand-experience-report/
In marketing, we are all after one thing: space in a consumer's mind.
To achieve this, a positive brand experience is required. After all, if a consumer doesn't feel a connection with a brand, then it will fail to make it into the consumer's consideration set.
The choice of brands within today’s market has grown exponentially over the years. Due to this, the expectation and demands from consumers will only continue to increase.
This is one of the core reasons as to why brand has evolved from a purely communications-led concept to one that needs to run through the very heart of every organisation. Ultimately, it’s the customer journey that is now acknowledged as defining the brand.
It’s with this ideology in mind that we here at CIM, with the support of Brandworkz commissioned this thought leadership report to identify key areas within organisations that most urgently need tackling in order to enable marketers to deliver on their desired brand experience.
Brand Box 3 - Know Your Consumers - The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 3 - Know your consumers 2. Actions from insights 3. Know your consumers 4. Apple - Think different 5. Insights 6. Insight vs. Information 7. Insight gleaned 8. Why are insights important 9. The Pareto principle 10. Finding the outstanding results 11. The Standford prison system experiment 12. The Standford prison system experiment cont... 13. RTA "Pinky" Campaign 14. RTA "Pinky" Campaign cont... 15. Consumer Segmentation: Useful tools 16. Maslow's heirarchy of needs 17. 7 Levels of organisational consciousness 18. Cone of learning 19. Why target a consumer segment 20. Targeting and spillage 21. Key benefits of market segmentation 22. Market segmentation 23. Loyalty segmentation 24. Loyalty and relationship index 25. Generations through the ages 26. Baby boomers 27. Generation X 28. Generation Y 29. Generation Net 30. Generation C 31. Consumer 2.0 32. Customisation 33. The long tail 34. Segmentation methods 35. Who are we creating value for? 36. Segmentation: How is it done? 37. Segment examples 38. Adoption of innovation model 39. Common segmentation methodologies & models 40. Mosaic segmentation 41. geoTribes 42. Nielsen: Panorama 43. Roy Morgan segments: ASTEROID 44. Customer conversion 45. Marketing funnel 46. Purchase path 47. Conversion strategy 48. Case study: Joe Girard 49. Joe Girard cont... 50. Research: Angles and Issues 51. Bill Bernbach 52. Henry Ford 53. trendwatching.com 54. Roles of research 55. Research and ethnography 56. Different segmentation for different purposes 57. Decision making 58. Research strategies 59. Research can confuse you! 60. Case study: Coca-Cola 61. The tipping point 62. The tipping point cont... 63. The tipping point cont... 64. Pricing 65. Pricing strategies 66. Progression of commoditisation 67. Elements of pricing 68. Pricing elements 69. Pricing elements cont... 70. The strategy and tactics of pricing 71. Reference price 72. Reference price cont.. 73. Adapting to a changing environment 74. Price metrics 75. Marketing success through differentiation 76. Pricing mechanisms 77. Insight and segmentation tools 78. The "Big Questions" for stimulation 79. 24 Secondary questions 80. The top 4 81. Interrogate your consumer 82. Customer profile page 83. Benefits vs. problems 84. Benefits vs. problems cont... 85. Picture profiles 86. Pen portraits of target markets 87. Mind snapshot 88. Insight windows 89. Insight links 90. Customer journey audit 91. Experience engineering 92. Value your existing customers
The Brand in the Boardroom: Making the case for investment in brand by Joanna...Ogilvy
The Red Papers represent the marquee thought leadership from the Ogilvy & Mather network. Research into effectiveness shows that the more we tie individual marketing and advertising efforts to hard measures, the better that advertising performs. That is true on the much larger scale of the brand itself.
It has been challenging, however, to measure the real impact of a brand. Past brand assessments have been limited by an accounting bias and reflexive secrecy about methodology. There is a better way, described here, which has the potential to transform marketing.
The vision of Brand Valuation set forth in this paper can help us all make a better case for investment in brand even as it links our brand strategies to measurable financial outcomes—shareholder value included. That makes a powerful argument for introducing the brand into the boardroom conversation, where it can have a meaningful impact on the health of the whole enterprise.
Brand Box 6 - When And Where To Say It. The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 6 - When and where to say it 2. Actions from Insights 3. Media has changed 4. Andy Tarshis - A.C. Nielsen Company 5. M. Lawrence Light - McDonald's Chief Marketing Officer 6. Buying the cheapest 7. Traditional vs. Online Advertising 8. Media context 9. The media plan 10. Tarps 11. Tarp vs. Reach 12. Krugman's three hit theory 13. Effective frequency factors 14. Media fragmentation - More advertisers across more mediums 15. The communication attrition rate 16. Media fragmentation (2005) 17. PR - Should always come before paid media 18. PR Considerations 19. Using PR to support the sales tunnel 20. Characteristics of specific media 21. Characteristics 22. Market Share 23. Free to air TV 24. Pay TV 25. Radio 26. Magazine 27. Newspapers 28. Sunday Supplement 29. Outdoors 30. Experiential 31. The experiential conversation 32. Direct 33. Email vs. Snail mail 34. Email marketing or eDM 35. Electronic direct marketing 36. Which email tested better 37. Successful responses 38. Mobile phone 39. Mobile users 40. Mobile interaction platforms 41. Branded funded mobile interaction 42. The rise of "The App"43. Internet 44. To web or not to web 45. 8 Ways to drive your E-Commerce sales 46. Internet glossary 47. Demystifying internet advertising 48. Cookies and DRM 49. Peer to peer, Prosumer and RSS 50. Generation Net, API and Affiliates 51. Wikinomics and Word of Mouse 52. Ideagoras, OpenSocial and Avatar 53. Video Sites 54. Personalised URLs 55. SEO 56. Search 4.0 57. Search value pyramid 58. Search engine optimisation 59. SEO Weighting of factors 60. SEO and site features 61. Link relationships 62. Blogs 63. Technology and Retail 64. Gaming and Cuisine 65. Art and Design 66. Auto and Environmental 67. Travel and Specialist 68. Social Media 69. World map of social networks 70. Top 65 social networking sites 71. Social networking 72. Social media strategy 73. Social media petal 74. Your business in media 75. Social Technographics ladder 76. Social media mistakes 77. Burger King: Whopper sacrifice 78. Living and dying by Twitter: Bruno launch 79. Living and dying by Twitter: Inglorious Bastards 80. Social media engagement KPI's 81. Media tools 82. The media interrogation 83. The media money box 84. Media insight 85. Day in the life oF (DILO) 86. Opportunities calendar 87. Reach and depth of media: Transit 88. Reach and depth of media: Entertainment 89. Reach and depth of media: Social 90. Reach and depth of media: One2One and Pop 91. x4 Step channel planning 92. Channel planning x4 Step Filtering 93. Channel planning cont... 94. Channel planning cont... 95. Tactics turntable 96.
Millward Brown Perspectives. Volume 6: Issue 2Kantar
The second issue of Perspectives, our quarterly magazine, is now available for iPad and as a PDF. If you missed the first issue, don’t miss this one. It’s full of valuable content about building Meaningfully Different brands, social measurement, and the brand impact of mobile advertising
Our senses fuel our perceptions of the objects and events that surround us. Yet as marketers we're often limited to just two of them—sight and sound.
How much more compelling could brand experiences be if we used the science of perception to design better, more persuasive interactions—taking into account all of our senses?
In our latest white paper, we explain how an experiential approach harnesses the science of the senses to create more effective, more engaging experiences that amplify your message and brand.
Brand Box 4 - What's The Big Idea? The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 4 - What's the big idea? 2. Actions from insights 3. Why Innovation? 4. Innovation context 5. Bill Gates 6. Corporate and Social Responsibility 7. Successful Innovation 8. Purpose of creativity 9. Importance of Innovation 10. Importance of Innovation cont. 11. Innovation driving growth 12. Applied Innovation 13. Limitations of accepting status quo 14. Knowledge vs. Creativity 15. Innovation as a habit 16. 5 roles in ideas development 17. The triangle for successful innovation 18. Sources of inspiration 19. Crowd sourcing 20. Where's your suggestion box? 21. What is crowd sourcing? 22. Consumer generated content 23, Share with the masses 24, Generation C(ash) 25 User generated content radar 26. Case study: Smith's "Do us a flavour" 27. Case study: Goldcorp 28. Case study: Mitsubishi 29. Case study: InnoCentive 30. Case study: Wikipedia 31. Case study: the London bombing 32. Innovation tools 33. Scamper 34. Scamper: An example 35. Scamper: Adapt something to it 36. Scamper: Magnify it 37. Scamper: Modify it 38. Scamper: Put it to some other use 39. Scamper: Eliminate something 40. Scamper: Reverse it 41. Scamper Rearrange it 42. Parameter analysis 43. Sensory overload 44. Future casting ideas generation 45. Process review 46. Using experience to drive innovation 47. Innovation platforms 48. The Phoenix checklist 49. The Phoenix checklist cont. 50. Six thinking hats by Edward de Bono 51. Six thinking hats cont. 52. Evaluation methods 53. Potential impact plotting 54. "Yes" reasons
Brand Box 1 - Know Your Business - The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 1 - Know Your Business 2. Credits 3. Contents 4. Introduction 5. Introduction 6. The Authors 7. Who do they work for? 8. How To 9. User's Guide 10. Actions from insights 11. An apology 12. Getting started 13. Familiarity exercises 14. Flip flop 15. Raw creativity 16. Infinity stairs 17. Necker cube 18. Are you sure of what you see? 19. Are you sure cont... 20. Are you sure cont... 21. Actions from insights 22. Let's get started 23. A bit about brands 24. What is a brand 25. A brand is more than just the product 26. Apple 27. Brands are like clothes hooks 28. Why brand building is so important 29. Brand building 30. Why bother? 31. Commitment beyond belief 32. Lovemark theory 33. Why do people need brands 34. 5 Ways brands can influence consumers 35. Identical products seeming different 36. Positive expectations 37. Inspire loyalty 38. Influence the price 39. The bad news 40. What are some brands in your world 40. So how do I build a brand? 41. Brand Roles 42. Roles cont... 43. Roles cont... 44.Glossary of terms 45. Brand Experience 46. What does brand experience mean 47. Functional benefits 48. Emotional benefits 49. Experience: Functional and emotional 50. Positioning and value propositions 51. Welcome to jargon land! 52. Features, value propositions and positioning 53. Features, benefits and Implications 54. How do you provide value 55. Value proposition 56. What do you do with value propositions 57. Example: Impulse 58. Example: Jaguar 59. Positioning: The battle for your mind 60. Brand Identity and positioning 61. The battle for the mind 62. Effective positioning 63. Positioning principles 64. Positioning: USP and ESP 65. USP: What is it? 66. ESP: What is it? 67. Example: Kleenex 68. Positioning: How is it done? 69. Developing a brand position 70. Positioning principles 71. Positioning: Work over time 72. BMW Case study 73. BMW The ultimate driving machine 74. Be relevant 75. Challenger brands 76. Positioning as a challenger brand 77. Positioning as a challenger brand 78. Positioning traps 79. Positioning pitfalls 80. Repositioning 81. Minds are hard to change 82. Brand Archetypes 83. Brand Archetypes 84. Brand Archetypes 85. The 12 archetypes 86. The 12 cont... 87. The 12 cont... 88. Brand Archetypes 89. Brand Archetypes 90. 3-Step tool to finding your archetype 91. 3- Step tool cont... 92. An archetype example 93. Additional archetypes 94. Additional archetypes 95. What do I do with my archetype 96. Naming brands 97. Names names names 98. The power of the name 99. The ear and the eye 100. How the ear failed 101. So how do you choose a good name 102. Give a dog a good name 103. Brand protection and strength 104. Protecting your value 105. Real brand value 106. Brand strength 107. Value to customers 108. Short term benefit and long term risk 109. Brand extensions 110. How strong is my brand 111. Leveraging your brand 112. Types of extensions ...
Alan Feldenkris, Director, Client Development & Marketing Innovation at SapientNitro, gave this presentation at "Ambidexterity 2," the VCU Brandcenter's Executive Education program for account planning on June 24th at the VCU Brandcenter in Richmond, VA.
Michael Chapman, SVP Group Planning Director at The Martin Agency, gave this presentation at "Ambidexterity," the VCU Brandcenter's executive education program for account planning on July 16th, 2013 at the VCU Brandcenter in Richmond.
Brand As Verb: Principles of High Performing Experience BrandsBen Grossman
80% of leaders say their brands offer a superior customer experience. Only 8% of customers agree. Meanwhile, marketers are tortured by the fact that the number one way people learn about and buy from their brands is the hardest one to control: word-of-mouth. In today’s world of new realities it doesn’t pay for brands to stand by, continuing to trumpet their “creative messaging.” After all, 74% of people advocate for brands by describing their experiences with them. Brands that break through are brands that take action… brands that are more than nouns. Brands must see themselves as verbs.
Brand Box 5 - How To Say It - The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 5 - How to say it 2. Actions from Insights 3. How to say it 4. Ogilvy on Advertising 5. Reason and Emotion 6. Cialdini's tools of influence 7. Advertising 8. Uses of advertising 9. Advertising: Broad definitions 10. The advertising cycle 11. The advertising cycle cont... 12. Neuromarketing 13. The typical major league baseball pitch 14. Decision making 15. Major league baseball pitch cont... 16. The new model for decision making 17. Why do we need somatic markers 18. When is one faculty used over the other 19. How does this sell things 20. Classic media theory 21. Neuromedia theory 22. Example: Share of mind case study 23. A couple of examples 24. A couple of examples cont... 25. Direct response 26. Styles of direct response marketing 27. Direct Response 28. Direct Response Implementation 29. The BOSCH Formula 30. The 5 step (POWER) copywriting process 31. Single Mindedness 32. Defining great communication 33. Essence of Communication 34. Ideas vs. Information 35. What makes a great idea 36. Example: Papa John's pizza 37. Example: Copenhagen Zoo 38. Example: Belgium Cancer foundation 39. Example: Australian Red Cross 40. Example: BBC World 41. Example: Seeing eye dogs Australia 42. Example: Global Coalition for Peace 43. Example: Panasonic 44. Example: Summerville 45. Example: Karate Bushido 46. Example: Heinz 47. Example: Jobs in town 48. Example: Colgate 49: Example: Yoga center 50. Keeping it simple 51. Assessing Ads 52. Assessing communication 53. AIDA(S) 54. Tools for driving great advertising 55. The 3 part brief 56. The 9 questions 57. Testimonials 58. Power of testimonials 59.
What Is the Future of Data Sharing? - Consumer Mindsets and the Power of BrandsDavid Rogers
READ an OVERVIEW: https://www.linkedin.com/pulse/new-research-what-future-data-sharing-david-rogers
This research study was produced by Columbia Business School’s Center on Global Brand Leadership, in conjunction with the Aimia Institute.
As data becomes an increasingly important asset for any business, access to accurate data from customers—about their interests, behaviors, and identity—is vital to successful, durable relationships. Our research explores how businesses can make data sharing a “win-win” for both companies and the customers they serve.
Co-authors David Rogers and Matthew Quint surveyed attitudes towards sharing data with business in six different industries, talking with 8,000 consumers from the US, UK, Canada, France, and India.
Our surprising findings show that even consumers who are actively protective of their data are often happy to share it for relevant offers and value. The study revealed four distinct “mindsets” that consumers have towards sharing data. And we uncovered clear opportunities for business to use data to add more value to their relationships with consumers.
Here you will find the Financial Services brandshare results. Edelman's second annual brandshare study revealed brands are failing to develop mutually beneficial relationships with consumers.
For more information, visit: http://edl.mn/1sOyg1O
Effectiveness is at the heart of everything we do. David Ogilvy himself wrote a series of full-page ads in the New York Times in the 1960s with headlines such as "How To Create Advertising That Sells." His most famous book, Ogilvy on Advertising, is packed with guidance on the success factors of effective campaigns.
However, the marketing landscape has changed beyond recognition in the past fifty years. We are delighted to share our latest publication, The Ogilvy & Mather guide to effectiveness. In it, Worldwide Effectiveness Director, Tim Broadbent, deals with one of the most central questions in marketing: how to increase the effectiveness of our campaigns.
As marketing budgets come under increasing pressure in response to economic uncertainty in Europe and elsewhere, effectiveness is rising higher on clients' agendas. The message is timely.
Brand Box 3 - Know Your Consumers - The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 3 - Know your consumers 2. Actions from insights 3. Know your consumers 4. Apple - Think different 5. Insights 6. Insight vs. Information 7. Insight gleaned 8. Why are insights important 9. The Pareto principle 10. Finding the outstanding results 11. The Standford prison system experiment 12. The Standford prison system experiment cont... 13. RTA "Pinky" Campaign 14. RTA "Pinky" Campaign cont... 15. Consumer Segmentation: Useful tools 16. Maslow's heirarchy of needs 17. 7 Levels of organisational consciousness 18. Cone of learning 19. Why target a consumer segment 20. Targeting and spillage 21. Key benefits of market segmentation 22. Market segmentation 23. Loyalty segmentation 24. Loyalty and relationship index 25. Generations through the ages 26. Baby boomers 27. Generation X 28. Generation Y 29. Generation Net 30. Generation C 31. Consumer 2.0 32. Customisation 33. The long tail 34. Segmentation methods 35. Who are we creating value for? 36. Segmentation: How is it done? 37. Segment examples 38. Adoption of innovation model 39. Common segmentation methodologies & models 40. Mosaic segmentation 41. geoTribes 42. Nielsen: Panorama 43. Roy Morgan segments: ASTEROID 44. Customer conversion 45. Marketing funnel 46. Purchase path 47. Conversion strategy 48. Case study: Joe Girard 49. Joe Girard cont... 50. Research: Angles and Issues 51. Bill Bernbach 52. Henry Ford 53. trendwatching.com 54. Roles of research 55. Research and ethnography 56. Different segmentation for different purposes 57. Decision making 58. Research strategies 59. Research can confuse you! 60. Case study: Coca-Cola 61. The tipping point 62. The tipping point cont... 63. The tipping point cont... 64. Pricing 65. Pricing strategies 66. Progression of commoditisation 67. Elements of pricing 68. Pricing elements 69. Pricing elements cont... 70. The strategy and tactics of pricing 71. Reference price 72. Reference price cont.. 73. Adapting to a changing environment 74. Price metrics 75. Marketing success through differentiation 76. Pricing mechanisms 77. Insight and segmentation tools 78. The "Big Questions" for stimulation 79. 24 Secondary questions 80. The top 4 81. Interrogate your consumer 82. Customer profile page 83. Benefits vs. problems 84. Benefits vs. problems cont... 85. Picture profiles 86. Pen portraits of target markets 87. Mind snapshot 88. Insight windows 89. Insight links 90. Customer journey audit 91. Experience engineering 92. Value your existing customers
The Brand in the Boardroom: Making the case for investment in brand by Joanna...Ogilvy
The Red Papers represent the marquee thought leadership from the Ogilvy & Mather network. Research into effectiveness shows that the more we tie individual marketing and advertising efforts to hard measures, the better that advertising performs. That is true on the much larger scale of the brand itself.
It has been challenging, however, to measure the real impact of a brand. Past brand assessments have been limited by an accounting bias and reflexive secrecy about methodology. There is a better way, described here, which has the potential to transform marketing.
The vision of Brand Valuation set forth in this paper can help us all make a better case for investment in brand even as it links our brand strategies to measurable financial outcomes—shareholder value included. That makes a powerful argument for introducing the brand into the boardroom conversation, where it can have a meaningful impact on the health of the whole enterprise.
Brand Box 6 - When And Where To Say It. The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 6 - When and where to say it 2. Actions from Insights 3. Media has changed 4. Andy Tarshis - A.C. Nielsen Company 5. M. Lawrence Light - McDonald's Chief Marketing Officer 6. Buying the cheapest 7. Traditional vs. Online Advertising 8. Media context 9. The media plan 10. Tarps 11. Tarp vs. Reach 12. Krugman's three hit theory 13. Effective frequency factors 14. Media fragmentation - More advertisers across more mediums 15. The communication attrition rate 16. Media fragmentation (2005) 17. PR - Should always come before paid media 18. PR Considerations 19. Using PR to support the sales tunnel 20. Characteristics of specific media 21. Characteristics 22. Market Share 23. Free to air TV 24. Pay TV 25. Radio 26. Magazine 27. Newspapers 28. Sunday Supplement 29. Outdoors 30. Experiential 31. The experiential conversation 32. Direct 33. Email vs. Snail mail 34. Email marketing or eDM 35. Electronic direct marketing 36. Which email tested better 37. Successful responses 38. Mobile phone 39. Mobile users 40. Mobile interaction platforms 41. Branded funded mobile interaction 42. The rise of "The App"43. Internet 44. To web or not to web 45. 8 Ways to drive your E-Commerce sales 46. Internet glossary 47. Demystifying internet advertising 48. Cookies and DRM 49. Peer to peer, Prosumer and RSS 50. Generation Net, API and Affiliates 51. Wikinomics and Word of Mouse 52. Ideagoras, OpenSocial and Avatar 53. Video Sites 54. Personalised URLs 55. SEO 56. Search 4.0 57. Search value pyramid 58. Search engine optimisation 59. SEO Weighting of factors 60. SEO and site features 61. Link relationships 62. Blogs 63. Technology and Retail 64. Gaming and Cuisine 65. Art and Design 66. Auto and Environmental 67. Travel and Specialist 68. Social Media 69. World map of social networks 70. Top 65 social networking sites 71. Social networking 72. Social media strategy 73. Social media petal 74. Your business in media 75. Social Technographics ladder 76. Social media mistakes 77. Burger King: Whopper sacrifice 78. Living and dying by Twitter: Bruno launch 79. Living and dying by Twitter: Inglorious Bastards 80. Social media engagement KPI's 81. Media tools 82. The media interrogation 83. The media money box 84. Media insight 85. Day in the life oF (DILO) 86. Opportunities calendar 87. Reach and depth of media: Transit 88. Reach and depth of media: Entertainment 89. Reach and depth of media: Social 90. Reach and depth of media: One2One and Pop 91. x4 Step channel planning 92. Channel planning x4 Step Filtering 93. Channel planning cont... 94. Channel planning cont... 95. Tactics turntable 96.
Millward Brown Perspectives. Volume 6: Issue 2Kantar
The second issue of Perspectives, our quarterly magazine, is now available for iPad and as a PDF. If you missed the first issue, don’t miss this one. It’s full of valuable content about building Meaningfully Different brands, social measurement, and the brand impact of mobile advertising
Our senses fuel our perceptions of the objects and events that surround us. Yet as marketers we're often limited to just two of them—sight and sound.
How much more compelling could brand experiences be if we used the science of perception to design better, more persuasive interactions—taking into account all of our senses?
In our latest white paper, we explain how an experiential approach harnesses the science of the senses to create more effective, more engaging experiences that amplify your message and brand.
Brand Box 4 - What's The Big Idea? The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 4 - What's the big idea? 2. Actions from insights 3. Why Innovation? 4. Innovation context 5. Bill Gates 6. Corporate and Social Responsibility 7. Successful Innovation 8. Purpose of creativity 9. Importance of Innovation 10. Importance of Innovation cont. 11. Innovation driving growth 12. Applied Innovation 13. Limitations of accepting status quo 14. Knowledge vs. Creativity 15. Innovation as a habit 16. 5 roles in ideas development 17. The triangle for successful innovation 18. Sources of inspiration 19. Crowd sourcing 20. Where's your suggestion box? 21. What is crowd sourcing? 22. Consumer generated content 23, Share with the masses 24, Generation C(ash) 25 User generated content radar 26. Case study: Smith's "Do us a flavour" 27. Case study: Goldcorp 28. Case study: Mitsubishi 29. Case study: InnoCentive 30. Case study: Wikipedia 31. Case study: the London bombing 32. Innovation tools 33. Scamper 34. Scamper: An example 35. Scamper: Adapt something to it 36. Scamper: Magnify it 37. Scamper: Modify it 38. Scamper: Put it to some other use 39. Scamper: Eliminate something 40. Scamper: Reverse it 41. Scamper Rearrange it 42. Parameter analysis 43. Sensory overload 44. Future casting ideas generation 45. Process review 46. Using experience to drive innovation 47. Innovation platforms 48. The Phoenix checklist 49. The Phoenix checklist cont. 50. Six thinking hats by Edward de Bono 51. Six thinking hats cont. 52. Evaluation methods 53. Potential impact plotting 54. "Yes" reasons
Brand Box 1 - Know Your Business - The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 1 - Know Your Business 2. Credits 3. Contents 4. Introduction 5. Introduction 6. The Authors 7. Who do they work for? 8. How To 9. User's Guide 10. Actions from insights 11. An apology 12. Getting started 13. Familiarity exercises 14. Flip flop 15. Raw creativity 16. Infinity stairs 17. Necker cube 18. Are you sure of what you see? 19. Are you sure cont... 20. Are you sure cont... 21. Actions from insights 22. Let's get started 23. A bit about brands 24. What is a brand 25. A brand is more than just the product 26. Apple 27. Brands are like clothes hooks 28. Why brand building is so important 29. Brand building 30. Why bother? 31. Commitment beyond belief 32. Lovemark theory 33. Why do people need brands 34. 5 Ways brands can influence consumers 35. Identical products seeming different 36. Positive expectations 37. Inspire loyalty 38. Influence the price 39. The bad news 40. What are some brands in your world 40. So how do I build a brand? 41. Brand Roles 42. Roles cont... 43. Roles cont... 44.Glossary of terms 45. Brand Experience 46. What does brand experience mean 47. Functional benefits 48. Emotional benefits 49. Experience: Functional and emotional 50. Positioning and value propositions 51. Welcome to jargon land! 52. Features, value propositions and positioning 53. Features, benefits and Implications 54. How do you provide value 55. Value proposition 56. What do you do with value propositions 57. Example: Impulse 58. Example: Jaguar 59. Positioning: The battle for your mind 60. Brand Identity and positioning 61. The battle for the mind 62. Effective positioning 63. Positioning principles 64. Positioning: USP and ESP 65. USP: What is it? 66. ESP: What is it? 67. Example: Kleenex 68. Positioning: How is it done? 69. Developing a brand position 70. Positioning principles 71. Positioning: Work over time 72. BMW Case study 73. BMW The ultimate driving machine 74. Be relevant 75. Challenger brands 76. Positioning as a challenger brand 77. Positioning as a challenger brand 78. Positioning traps 79. Positioning pitfalls 80. Repositioning 81. Minds are hard to change 82. Brand Archetypes 83. Brand Archetypes 84. Brand Archetypes 85. The 12 archetypes 86. The 12 cont... 87. The 12 cont... 88. Brand Archetypes 89. Brand Archetypes 90. 3-Step tool to finding your archetype 91. 3- Step tool cont... 92. An archetype example 93. Additional archetypes 94. Additional archetypes 95. What do I do with my archetype 96. Naming brands 97. Names names names 98. The power of the name 99. The ear and the eye 100. How the ear failed 101. So how do you choose a good name 102. Give a dog a good name 103. Brand protection and strength 104. Protecting your value 105. Real brand value 106. Brand strength 107. Value to customers 108. Short term benefit and long term risk 109. Brand extensions 110. How strong is my brand 111. Leveraging your brand 112. Types of extensions ...
Alan Feldenkris, Director, Client Development & Marketing Innovation at SapientNitro, gave this presentation at "Ambidexterity 2," the VCU Brandcenter's Executive Education program for account planning on June 24th at the VCU Brandcenter in Richmond, VA.
Michael Chapman, SVP Group Planning Director at The Martin Agency, gave this presentation at "Ambidexterity," the VCU Brandcenter's executive education program for account planning on July 16th, 2013 at the VCU Brandcenter in Richmond.
Brand As Verb: Principles of High Performing Experience BrandsBen Grossman
80% of leaders say their brands offer a superior customer experience. Only 8% of customers agree. Meanwhile, marketers are tortured by the fact that the number one way people learn about and buy from their brands is the hardest one to control: word-of-mouth. In today’s world of new realities it doesn’t pay for brands to stand by, continuing to trumpet their “creative messaging.” After all, 74% of people advocate for brands by describing their experiences with them. Brands that break through are brands that take action… brands that are more than nouns. Brands must see themselves as verbs.
Brand Box 5 - How To Say It - The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 5 - How to say it 2. Actions from Insights 3. How to say it 4. Ogilvy on Advertising 5. Reason and Emotion 6. Cialdini's tools of influence 7. Advertising 8. Uses of advertising 9. Advertising: Broad definitions 10. The advertising cycle 11. The advertising cycle cont... 12. Neuromarketing 13. The typical major league baseball pitch 14. Decision making 15. Major league baseball pitch cont... 16. The new model for decision making 17. Why do we need somatic markers 18. When is one faculty used over the other 19. How does this sell things 20. Classic media theory 21. Neuromedia theory 22. Example: Share of mind case study 23. A couple of examples 24. A couple of examples cont... 25. Direct response 26. Styles of direct response marketing 27. Direct Response 28. Direct Response Implementation 29. The BOSCH Formula 30. The 5 step (POWER) copywriting process 31. Single Mindedness 32. Defining great communication 33. Essence of Communication 34. Ideas vs. Information 35. What makes a great idea 36. Example: Papa John's pizza 37. Example: Copenhagen Zoo 38. Example: Belgium Cancer foundation 39. Example: Australian Red Cross 40. Example: BBC World 41. Example: Seeing eye dogs Australia 42. Example: Global Coalition for Peace 43. Example: Panasonic 44. Example: Summerville 45. Example: Karate Bushido 46. Example: Heinz 47. Example: Jobs in town 48. Example: Colgate 49: Example: Yoga center 50. Keeping it simple 51. Assessing Ads 52. Assessing communication 53. AIDA(S) 54. Tools for driving great advertising 55. The 3 part brief 56. The 9 questions 57. Testimonials 58. Power of testimonials 59.
What Is the Future of Data Sharing? - Consumer Mindsets and the Power of BrandsDavid Rogers
READ an OVERVIEW: https://www.linkedin.com/pulse/new-research-what-future-data-sharing-david-rogers
This research study was produced by Columbia Business School’s Center on Global Brand Leadership, in conjunction with the Aimia Institute.
As data becomes an increasingly important asset for any business, access to accurate data from customers—about their interests, behaviors, and identity—is vital to successful, durable relationships. Our research explores how businesses can make data sharing a “win-win” for both companies and the customers they serve.
Co-authors David Rogers and Matthew Quint surveyed attitudes towards sharing data with business in six different industries, talking with 8,000 consumers from the US, UK, Canada, France, and India.
Our surprising findings show that even consumers who are actively protective of their data are often happy to share it for relevant offers and value. The study revealed four distinct “mindsets” that consumers have towards sharing data. And we uncovered clear opportunities for business to use data to add more value to their relationships with consumers.
Here you will find the Financial Services brandshare results. Edelman's second annual brandshare study revealed brands are failing to develop mutually beneficial relationships with consumers.
For more information, visit: http://edl.mn/1sOyg1O
Effectiveness is at the heart of everything we do. David Ogilvy himself wrote a series of full-page ads in the New York Times in the 1960s with headlines such as "How To Create Advertising That Sells." His most famous book, Ogilvy on Advertising, is packed with guidance on the success factors of effective campaigns.
However, the marketing landscape has changed beyond recognition in the past fifty years. We are delighted to share our latest publication, The Ogilvy & Mather guide to effectiveness. In it, Worldwide Effectiveness Director, Tim Broadbent, deals with one of the most central questions in marketing: how to increase the effectiveness of our campaigns.
As marketing budgets come under increasing pressure in response to economic uncertainty in Europe and elsewhere, effectiveness is rising higher on clients' agendas. The message is timely.
How to leverage new ideas and engage customers
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
New research released by the World Federation of Advertisers shows that marketers around the world overwhelmingly believe purpose needs to be part of a successful brand building strategy.
Measuring Customer-Experience ROI with social mediaMichael Wolfe
Validates and describes a very innovative and powerful approach for measuring the customer-brand-experience using social media experiential commentary. Not only is this a brea-through, but demonstrates the importance and value of the CX for brands.
Beyond the Brand: Why Business Decision Makers Buy Into Strong Culturesgyro
The FORTUNE Knowledge Group and gyro produced a groundbreaking global study that shows how culture has taken the lead as the primary driver of long-term business relationships.
Five hundred global execs (director level or higher) were polled. The key finding: decision makers place a huge value on a business partner’s culture, what the company stands for and whether or not they back up their values.
In this study, we found:
60% of respondents said knowing what a company stands for is much more important than innovativeness and market dominance.
60% prefer a partner’s intent on doing what’s right even if it doesn’t maximize revenue.
81% agree that companies successful at long-term relationships make a direct correlation between their beliefs and the way they conduct business.
Every three years we conduct global research
into “What it Takes to Win Business” based on
the perspectives of 178 global Buyers and Sales
Professionals from a range of industry sectors.
We use the findings to help our clients understand
how their customers make their buying decisions,
become more customer-centric and improve their
win/loss ratio.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
NRF is the world’s largest retail conference with over 38,000 attendees. It’s also a show where some of the largest players in the B2B space come together and show the world what is on the horizon for retail tech.
This year, Jay Menashe, Director of Business Development, looked for the exhibit elements and experiences that stood out most to him. Check out what he thought!
Jack Morton's very own, Jay Menashe (Gold level Certified Trade Show Marketer), shares his favorite moments from CES 2019.
Read more: http://www.jackmorton.com/blog/my-10-favorite-moments-from-ces/
What’s missing from your experience tech strategy?
The relationship between events and technology is a subject of much debate and experimentation; clients are asking for the latest technology and our industry has a rich heritage when it comes to harnessing new and innovative technologies to create ever more impressive, immersive and interactive experiences.
But we risk using it for its own sake, forgetting that it is great ideas – not great technologies – that engage audiences and deliver effective results for brands. So technology can be a great enabler, but it can’t create a great experience on its own.
For most content marketers, sourcing or creating content is their biggest challenge. In our industry, however, we have always been creating killer content. It’s just that we often haven’t had a strategy to share it or to target it as a marketing tool.
Brands are made for and by humans. Their greatest wish is to connect with humans. So why do they find it so difficult? From jarringly chirpy digital, social & mobile experiences to misguided content marketing efforts, brands’ (and, let’s face it, agencies’) attempts to ‘be more human' often make us cringe.
And now, algorithms and big data means brands know more about us than ever before, and with this their opportunities to ‘act human’ have multiplied exponentially. But in many cases, their brand building efforts are failing: either to be convincing or in adopting the right aspects of humanity. And in so doing they become clingy, nosey or just plain creepy.
So brands face a paradox: the more they try to be human, the more they risk alienating the humans they so want to connect with. So can brands be ‘more human’? Or more importantly…should brands be more human?
How pharma and healthcare brands can engage consumers in order to drive growthJack Morton Worldwide
At Cannes Lions Health this year, Ryan Quigley of AbbVie and Jack’s Chief Creative Officer, Bruce Henderson, presented our vision for the future of healthcare brands. It’s not enough for pharmaceutical companies, health insurance companies, and other organizations dedicated to healthcare to merely provide medical or financial solutions. Rather--through content marketing, digital, social & mobile engagement and more--brands must re-connect with people’s needs and revolutionize their healthcare experience. It’s a level of empowerment that could only come from a superhero.
Employee engagement meetings are powerful experiences.
Done well, corporate meetings can have a transformative effect on an organization, unifying employees and elevating the company’s goals and objectives.
However, meetings that don’t live up to their potential can be damaging, with a negative effect on morale, a failure to deliver key messages, and provide little in the way of ROI.
At Jack Morton, we’ve been elevating corporate meetings and engagements for over 75 years, and we’re sharing our thoughts on four principles that are proven to deliver extraordinary results for our clients.
Read our POV, and make your meetings extraordinary.
Jack Morton's Tim Leighton presented with Cecilia Dahlstrom from Ericsson at the eurobest Festival of Creativity 2015.
How do you challenge and break the way something has always been done?
As an industry, we have to evolve our methods of engagement to survive. A little more conversation and a lot less one-way show and tell.
Yet much of our creative still isn’t focused in this way. In fact, some of our brand engagements are strangely inhuman, inhospitable experiences whereby brands compete not to understand people and offer value, but to simply shout the loudest. One of the worst offenders has to be the trade show. It’s a rare opportunity to waste – it’s where game-changing conversations can happen and multi-million dollar deals can be sealed.
Join our session to find out how Ericsson embraced the trade show, tore up the rule book and created a thoroughly modern brand experience that sits at the centre of its marketing strategy. Hear how its innovative creative approach radically changed the way people connect in this environment and learn what we can take away from this when we approach engaging with people through any channel.
Dr. Paul Frost, a Digital Strategist in our London office, presented at Event Tech Live this year. His presentation is titled "Creating effective digital ecosystems: Amplifying audience footprints through end to end digital enablement."
Best practices for creating a brand experience strategy, presented by one of our Senior Creative Directors, Karen Chui, at the marketing conference Spikes Asia.
From the moment we’re born, our senses make up the fabric of our experiences. They’re entwined with our emotions, anchored in our memories, and according to new research that’s challenging the tenets of Western philosophy, our experience in the physical world has an unconscious effect on how we think, feel and behave.
It’s no surprise then our senses have the power to shape our perception of brands, affecting how intuitively we connect with them, and how credible we perceive their messages to be, whether it’s at a single touchpoint or across the entire customer journey. What is surprising is that many brands quite literally take leave of their senses – and the resulting disconnect between what a brand says and how it feels can leave a bad taste in our mouths.
This eclectic, illuminating and interactive talk weaves together key strands of scientific research, from synesthesia to sensory metaphors, to reveal the three critical drivers of multisensory brand experience – and how you can harness them to create a more impactful, holistic experience that will ultimately change the way people feel – and behave – in relation to brands.
How pharma and healthcare brands can improve their customer experienceJack Morton Worldwide
The SVP and Managing Director of Jack’s Chicago office, Matt Pensinger, presented at Lions Health 2015 with Katie Bang from Eli Lilly and Company about improving the customer experience for patients:
There is growing recognition amongst healthcare brands that understanding the full patient journey is essential for success in today’s healthcare environment. The sheer extent of this both physical and emotional journey, from awareness through to treatment and adherence, opens the patient to many potential experience gaps between their expectations and reality that can lead to frustration, disillusionment and even dropping the prescribed treatment.
So, healthcare companies must understand this journey if they are to improve the customer experience – and offer necessary patient support that extends far beyond a given medication. Being truly effective requires that the entire organisation (from science through to sales) understands the patient journey in order to meet patient needs and effectively engage the many stakeholders that are becoming increasingly important to a therapy’s success.
This is a significant undertaking and healthcare brands and their marketing agencies need to think differently about how they engage with patients and support communications for all the other stakeholders. This talk will examine the experience journey and what it means for the way we market.
This 2015 Mobile World Congress showcased the latest innovations in mobile technology, bringing together the leaders and pioneers of the mobile industry, consumer brands, and the growing amount of businesses touched by the mobile market.
Out of over 2,100 companies flaunting their newest and best, only a handful of exhibitors really stuck out for their ability to cut through the noise noise and connect with their audience.
We've taken a look at these standout exhibitors and examined what made them so memorable. Read our POV, and learn the 4 ways to win at the tradeshow that will connect people with your products and services and build your business.
From gold lamé to vin rosé, Cannes is a special place indeed.
It’s home to the world’s largest and most revered awards festival for the best creative work in Film, Creative Effectiveness, and more.
The week’s content includes seminars, forums and workshops presented by creative leadership from around the world — both from inside and outside the marketing industry.
We learned of brand experience examples such as the Google Creative Sandbox and the Ipsos Ladies Lounge provided insight and inspiration in a relaxed environment.
Oh — and of course — there was legendary partying in true industry style.
More and more, brands are realizing the power of integrating tactics like events and digital campaigns into a larger effort to build the long-term relationships with their customers that help them reach their overall marketing goals.
However, budget, influenced by emotion, is all too often the primary factor in deciding how and when to employ these valuable marketing assets.
Enter portfolio planning: a strategic approach that allows companies to make informed decisions on the right number, type, frequency, and cadence of tactics needed to generate an optimal experiential marketing mix. In essence, “brand experience media planning”.
In the latest Jack POV, learn the 6 principles of portfolio planning and how you can incorporate a strategic approach to better engage your customers.
As always, let me know if you’d like to learn more about how brand experience media planning can help your business.
Find out more at jackmorton.com.
Consumer Electronics Show (CES) 2015 marketing trends for brands and marketersJack Morton Worldwide
A fresh, no gadget take on the 2015 International CES, this report covers the top trends marketers and brands need to know as they enter 2015. Based on the evolution of the CES show over the last several years, the report also documents the rising in notoriety and popularity of CES within the marketing and advertising industry, now rivaling events like the Cannes Lions International Festival of Creativity and SXSW Interactive.
After 48 years in existence, the event shows no signs of slowing down. 2015 marked the largest CES in history, with over 170,000 industry professionals in attendance and more than 2.2 million net square feet of exhibit space occupied by exhibitors. Today, the show sits comfortably at, as the Consumer Electronics Association (CEA) has dubbed it, “the center of convergence among content, services and products.”
Your colleagues and employees are already armed with smartphones and tablets—but how can these devices be transformed into productivity powerhouses tailored specifically to your business and sales needs?
In our latest white paper, apps@work, discover how adding apps to your company’s arsenal can increase productivity, creativity and credibility, and learn how apps can boost employee engagement with tools they can use wherever they are.
Growing your business requires investment—but with so many competing priorities, where should you focus your time, money and expertise?
Start with a resource you already have that can drive both profitability and customer satisfaction: your employees.
Studies have proven that companies with engaged employees had 2.6 times the earning per share growth of companies with below average employee engagement and 86% higher success rates on customer metrics.
In our latest white paper, learn the four key requirements of effective employee engagement and how treating your employees like customers can improve your business.
Cannes Lions: Marketing trends and what we learned from Kanye WestJack Morton Worldwide
We collected some of the top marketing trends across brand experience, digital, social & mobile marketing and more from this year's Cannes Festival of Creativity.
Our latest white paper shares new global research based on 7000 employee surveys in the US, Brazil, UK, Germany, Australia, Singapore and China, UAE, Saudi Arabia, and Egypt. We look at questions like: Can anyone be creative? How do employers build creative cultures? Is playing at work the answer? What are the business rewards of inspiring creativity—and the risks of failing to?
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
First Things First: Building and Effective Marketing Strategy
Too many companies (and marketers) jump straight into activation planning without formalizing a marketing strategy. It may seem tedious, but analyzing the mindset of your targeted audiences and identifying the messaging points most likely to resonate with them is time well spent. That process is also a great opportunity for marketers to collaborate with sales leaders and account managers on a galvanized go-to-market approach. I’ll walk you through the methods and tools we use with our clients to ensure campaign success.
Key Takeaways:
-Recognize the critical role of strategy in marketing
-Learn our approach for building an actionable, effective marketing strategy
-Receive templates and guides for developing a marketing strategy
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
2. /2Best Experience Brands 2013
30-Second Summary
Experience has become a familiar business
buzzword, widely used if casually understood.
High-level executives and marketers alike
agree that experience is an important area for
investment—yet often lack the data and insight
needed to make informed decisions.
To help fill that void, Jack Morton Worldwide
has for the second time sponsored Best
Experience Brands, a study that addresses the
impact of experience on consumers in the US,
UK, Australia and China. (For the earlier study,
see Best Experience Brands 2011).
The research strongly endorses the view that the
brands that will lead in the 21st century will be
experience brands, because people are
• More likely to consider brands that promise
better experiences
• More likely to recommend brands based on
good experiences
• Willing to pay more for brands they associate
with superior experiences
As in the earlier Best Experience Brands study,
consumers were asked about the drivers of
brand experience—good and bad—and about
how these vary by industry. Through their
opinions and stories, we get a clear picture of
the most impactful ways brands can improve
their experience. (Spoiler alert: they should start
with their own people.)
Additional insights from the Best Experience
Brands study may be requested by contacting
Jack Morton.
3. The experience gap / 4
About the study / 5
Key insights from the research / 6
5 best experience principles / 9
Stories of experience brands / 10
Experience drivers and opportunities / 14
3 steps to better brand experience / 20
Learn more / 21
/3Best Experience Brands 2013
What’s inside
4. /4Best Experience Brands 2013
The experience gap
Josh McCall
I’m not here to declare, sky-is-falling style, that
experience is a lost cause—far from it. Yes,
the experience gap is a real and significant
challenge. But for those marketers brave enough
to take an honest look at how their experiences
are performing—and ambitious enough to do
something about it—there’s hope.
There’s also a return on investing in experience.
Studies suggest people will reward brands that
understand their experiences as differentiators
and that invest accordingly. Forrester research,
for example, reveals a correlation between
good customer experiences and likelihood to
recommend, repurchase and stay loyal to brands
across 14 industry sectors.
For all these reasons—the importance of
experience to customers, its connection to brand
success, the gaps between expectation and
delivery—we at Jack Morton continue to invest
in research that helps clients understand not only
why experience is valuable but how to make
it better. This year’s Best Experience Brands
study, like our earlier research, represents our
commitment to providing data and insights that
will help companies close that experience gap.
We believe in experience brands—and we aim
to make more of them. I hope you’ll find the
pages that follow not only interesting but useful
to your experience planning. Let me know what
you think, and look for more Best Experience
Brands findings and studies in the months and
years to come.
Josh McCall is Chairman & CEO of
Jack Morton Worldwide
There’s an experience gap today.
Experience is important to customers—and so
common sense suggests it must be to brands,
too. But study after study reveals that brands just
aren’t living up to customer expectations.
Some years ago, for example, Bain & Company
surveyed customers of 362 companies.
According to the Harvard Business Review,
“Only 8% of them described their experiences
as superior, yet 80% of the companies surveyed
believe that the experience they have been
providing is indeed superior.” From an 80%
assumed superiority to 8% actual delivery:
that’s some gap.
More recently, in 2012 Forrester asked customers
to rank 154 large North American brands
according to the strength of their experience.
Only 8% fell into the “excellent” experience
category. Almost two out of three (61%) offered
experiences that customers considered “okay”,
“poor” or “very poor”. Again, that reveals a big
experience gap, with the majority of brands
either failing to differentiate or disappointing
customer expectations.
Only 8% of
experiences
are rated
“excellent”.
5. About the study
Best Experience Brands is based on a survey
sponsored by Jack Morton Worldwide and
conducted by DB5 in late 2012 (November 16-
27). Respondents were aged 18 and older, and
were equally distributed by gender, age and
income. Findings are statistically significant at a
95% confidence level.
We spoke to 4,000 people in four markets:
• United States (1,000)
• United Kingdom (1,000)
• China (1,000)
• Australia (1,000)
Survey respondents were provided the
following definition:
Experience can include your interactions with the
products, employees or people who represent
the brand, anything you learn from that brand’s
marketing, word-of-mouth, recommendations
from your friends, colleagues or social media.
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6. /6Best Experience Brands 2013
Key insights from the research
Liz Bigham
These findings are consistent with earlier
research—ours and others’—that correlates
better brand experiences to loyalty and
satisfaction. In 2011, people told us that overall
experience with a brand is the single biggest
factor driving purchase (60%). In 2012, Forrester
research correlated good customer experiences
and likelihood to repurchase and stay loyal to
brands across 14 industry sectors.
If eight out of ten people said they’d be
more likely to consider your brand based on
experience, wouldn’t you invest in making your
experience the best in your industry?
And if six out of ten people said they’d even be
willing to pay more for your product based on
offering a better experience, wouldn’t you make
that investment a top strategic priority for your
organization? Well, get ready: experience is a
determining factor for how people feel about
and behave toward brands.
According to the results of our latest Best
Experience Brands research, that’s exactly
what people all around the world think about
brands and the experiences they offer. Better
experiences correlate to higher consideration
and premium pricing:
• Over eight in ten people (80.4%) are more
likely to consider brands with differentiated
experiences (fig.1).
• Nearly six out of ten (58.1%) will go so far
as to pay more for brands with those
superior experiences (fig.2).
Fig.1
I’m more likely to consider a brand if I know I
will have a great experience (percent agreeing)
Fig.2
I’m willing to pay a premium price if I know that
I will have a great experience (percent agreeing)
US
78.7%
UK
74.9%
AUS
74.2%
China
93.8%
Overall
80.4%
US
60.6%
UK
58.4%
AUS
49.5%
China
63.7%
Overall
58.1%
Good customer
experiences correlate
to repurchase, loyalty
and recommendation
7. /7Best Experience Brands 2013
Some groups, however, are markedly more
influenced than others (fig. 3-4). These include
people aged 25-34, the age group that is
consistently most likely to consider, recommend
or pay a premium price based on a better
brand experience. The biggest generational
divide, in fact, occurs between these older
Millennials and their Baby Boom-era parents
(consumers 45+) over their willingness to pay a
premium for experience: older Millennials are 16
percentage points more likely than their parents’
generation to pay more for brands that offer
great experiences.
Better experiences also drive the most powerful
form of advertising: personal recommendation.
The research reinforces that great experiences
fuel the most highly trusted form of advertising
around: word of mouth. Almost nine out of
ten people (87%) say they are morely likely
to recommend a brand based on a superior
experience.
Again, the Best Experience Brands findings
parallel earlier findings connecting experience
and word of mouth. In 2012, for example, our
New Realities study found that 79% of people
will only advocate brands following great
personal experiences—meaning that for them,
experience isn’t just a spark to recommendation;
it’s a prerequisite.
Experience influences everyone—but especially
older Millennials and consumers in China.
On the face of it, the promise of a better
experience is influential across all demographic
groups. Regardless of age, gender or
geography, all groups are positively influenced
by superior brand experiences.
Experience isn’t
just a spark to
recommendation;
it’s a prerequisite.
Fig. 3
I’m more likely to recommend a brand if
I’ve had a great experience (% agreeing)
US
87.6%
UK
85.5%
AUS
84.1%
China
90.9%
Overall
87%
8. /8Best Experience Brands 2013
Men are slightly more likely than women
tohave higher consideration, and significantly
more likely to pay more based on experience.
Conversely, women—ever the social
consumers—are significantly more likely to
recommend brands based on experience.
Consumers in China are without fail more likely
than all others to be influenced by experience.
Over nine in ten Chinese consumers surveyed
(93.8%) are more likely to consider brands
based on experience (versus an overall average
of 80.4% worldwide); and over nine in ten
Chinese consumers (90.9%) are more likely to
recommend brands based on experience
(versus an overall average of 87% worldwide)
(figs.1-2).
Fig.4
Demographics of experience
I’m more likely to
recommend a brand
if I’ve had a great
experience
I’m more likely to
consider a brand if
I know I will have a
great experience
I’m willing to pay a
premium price if I
know that I will have
a great experience
18-24 25-34 35-44 45+Gender
Age
All
85.1% 89.8%
81.4% 86.5%
61.8% 66.7%
87.0% 87.4%
80.4% 82.8%
58.1% 61.5%
88.5% 88.6% 84.6%
79.6% 85.7% 73.7%
55.1% 62.0% 50.4%
9. /9Best Experience Brands 2013
5 best experience principles
4. Create community.
Beyond fueling recommendations and referrals,
experiences should be designed to connect
people around brands—to leverage the few to
inspire the many.
5. Make it useful.
It should go without saying: any experience
should add value to people’s lives.
Best Experience Brands definitively demonstrates
that experience matters to consumers—but what
constitutes a great experience?
Looking at qualitative inputs from this and
earlier studies, as well as years of best practices
by leading experience brands, we believe
that great brand experiences follow five core
principles—across all kinds of audiences,
touchpoints and media:
1. Invite participation.
Great brand experiences are design-driven:
simple, accessible, easy and inviting to
the participant.
2. Build around users.
Brand experience learned it from the web:
people want their experiences to be relevant
and feel customized to their needs. Even
delivered at scale, experiences should “fit”
the user.
3. Make it shareable.
Experience sparks recommendation; experiences
should be designed to tap into technology as
well as our primal human desire to share.
10. /10Best Experience Brands 2013
Stories of experience brands
Following are direct quotes
from some of the 4,000
participants in the Best
Experience Brands study
in answer to open-ended
questions about “great brand
experiences” as well as “truly
bad experiences”. We asked
people to tell both about their
shopping experiences (how
they were treated by brands
as they shopped) and their
customer experiences (how
they were treated after they
bought). Some trends emerge
from the thousands
of verbatim descriptions.
11. /11Best Experience Brands 2013
Honesty and
transparency
are valued
1
“[The] benefits of the product are exaggerated
during purchase, but claim settlement is complicated
and slow… We [had a] very bad experience and
will hardly choose this company again.”
(China – Insurance experience)
“The rep greeted [me] warmly from the door.
The rep was very attentive to my needs…
asked [me] a lot of questions and answered
all of mine…. The rep called me weeks after I
purchased my phone to see if my service and
phone [were] working correctly.”
(US – Retail experience)
“The sales staff were knowledgeable and
helpful [in] understanding my needs and
aspirations. They were also prepared to provide
better prices and throw in extras.
A great and pleasant experience.”
(Australia – Automotive experience)
12. /12Best Experience Brands 2013
“One dealer in particular inquired more about
my personal needs to help look for what I
really needed. He showed me the features and
benefits of each car. Asked if overall price or
monthly payment was more important. Took
me for a test drive and also told me I could
return it no questions asked in 30 days”
(US – Automotive experience)
“Treated me with respect and talked to me (not
my husband) when I was buying a car.”
(US – Automotive experience)
“As I was shopping online with them I messaged
customer service for some help and they were
able to advise me on everything I needed.”
(UK – Insurance experience)
“When they put your name and number into
a computer system and you have a different
person calling you back every day for weeks,
it’s rude and completely impersonal”
(US – Insurance experience)
Individual
treatment
and respect
are expected
2
13. /13Best Experience Brands 2013
“Above and
beyond”
experiences are
remembered
(so are their
opposites)
“I was kept fully informed throughout the
sales process and my wife even received
a large bunch of flowers
on delivery day.”
(UK – Automotive experience)
“I was in the show room looking at the
vehicles and no one would approach
me. So as I walked past a desk I took
down the phone number. Then I called
the number to get [the salesperson’s]
attention... You should have seen his face
when I waved to him.”
(US – Automotive experience)
“She sent me a thank you card
mentioning something I had said while I
was there. She actually listened.”
(US – Retail experience)
3
14. /14Best Experience Brands 2013
Experience drivers and opportunities
Focusing on the shopping experience and the
customer experience reflects another experience
gap: in this instance, between the extent to
which consumers highlight these as the brand
interactions that have the highest value for
them, and the frequency with which consumers
cite dissatisfaction with how brands actually
perform during shopping and after purchase.
For consumers, these are clear areas of priority
and need.
In the current report, we focused on the
shopping experience and the customer
experience and asked consumers to identify
the strongest drivers of success and satisfaction
(fig.5). Although these drivers varied across the
three industry sectors we studied (automotive,
retail, insurance), key trends emerge.
“Brand experience” isn’t a moment in time; it’s
a state of mind. Experience brands work to
build sales and loyalty at moments in time and
through relationships over time—inspiring people
both opportunistically and holistically.
Brands that have strong experiences strive
to understand experience as an ongoing
commitment, and to think holistically across the
varied journeys their people—customers, partners
and employees—have with their brands. Often,
they must assess hundreds of touchpoints within
a given area of experience; a study by FedEx
identified 200 individual customer touchpoints,
and John Deere Financial identified 529.
Building on earlier insights from the 2011 report,
in the current study we sought to add depth
to our understanding of experience within two
distinct phases of experience:
• The shopping experience—interactions with a
brand when a person is in market and assessing
different options.
• The customer experience—interactions with a
brand when a person has already purchased the
product or brand.
“Brand experience”
isn’t a moment in time;
it’s a state of mind.
15. /15Best Experience Brands 2013
Fig.5
Brand experience drivers by sector
Shopping Experience: Stated Drivers
Customer Experience: Stated Drivers
Automotive
Automotive
Retail
Retail
Insurance
Insurance
Gives you opportunities to test drive their cars
at the dealership
Offers discounted maintenance
Offers you free delivery or shipping
Customer service staff who treat you well
Sales staff who understand your needs
Customer service staff who treat you well
Sales staff who treat you well
Customer service and maintenance staff who
treat you well
Sales staff who treat you well
Offers customer loyalty rewards and incentives
Offers to match or beat competitors’ pricing
Customer service staff who understand your
needs
Sales staff who can tell you about products
and pricing
Customer service and maintenance staff that
understand your needs
Gives you opportunities to try out products
Customer service staff who understand
your needs
Sales staff who treat you well
Offers discounted pricing on additional
policies and coverage
Allows you to return a car if you’re not satisfied
Sends you information about caring for your car
Sales staff who understand your needs
Offers discounted maintenance for your purchases
Sales staff who educate you about the best
coverage for you
Sends you customer rewards and incentives
Sales staff who understand your needs
Sends you customer rewards
Sales staff who tell you about products
and pricing
Does something special to make you feel rewarded
Sales staff who tell you about products
and pricing
Sends you information about new offers
16. /16Best Experience Brands 2013
reveals that brands still have the opportunity to
do better—a lot better. Judging by one factor, the
degree to which people perceive their experiences
to be unique, brands are not breaking through.
Median uniqueness for the specific brands
surveyed by category (fig. 6) is as low
as 29% (in the insurance sector). Even in
the sector where brands score the highest
levels of uniqueness—retail—about half of
the time brands aren’t differentiated from
their competitors. In every instance, brands’
experiences are perceived to be slightly more
unique during shopping versus after purchase,
suggesting an opportunity for brands to stand
out with customers by truly focusing on how
they’re engaged even after they buy, whether
through special incentives, regular added-value
engagement or timely information.
Judging by how people rank brands’ performance
against key experience drivers (fig. 7), the gap
between expectations and actual performance
remains a significant challenge. In a limited
number of instances, people agree that brands
actually meet core requirements—for example,
consumers are relatively satisfied that most car
The most important driver of experience can be
summed up in a single word: people.
Across sectors, the experience drivers that
consumers say matter are most often connected to
staff and service—both as they are shopping and
after they become customers of a brand. People-
related drivers are the highest ranked category
of driver in every sector and at every stage
of shopping and customer experience, with a
single exception: during the automotive shopping
experience, people place a huge value on factors
connected to trying out the product.
The clear emphasis on people as experience
drivers also comes through in participant verbatims.
When we asked for open-ended stories of great
experiences, people and service were cited 37%
of the time, unprompted, more than any other
factor. People are also behind bad experiences:
42% of all industries and over half (51%) of the
unprompted stories consumers told us about bad
retail experiences stemmed from poor service.
The biggest opportunity for brands is still
differentiating based on experience.
As in earlier studies, Best Experience Brands
brands do a good job of providing opportunities
to test drive and informative staff interactions in
dealerships. Yet in most other instances, across
all geographies, sectors and demographics,
more often than not consumers still rate brands’
performance as falling short of expectations.
Fig.6
How differentiated are brand experiences?
Cars
Cars
Retail
Retail
Insurance
Insurance
Unique Shopping Experience
Average
Average
Median
Median
Unique Customer Experience
29%
29%
33%
34%
40%
46%
43%
51%
39%
39%
46%
48%
17. /17Best Experience Brands 2013
Fig.7
Experience drivers: expectations vs. performance
Automotive
Shopping Experience
Rank RankDriver DriverPerformance Performance
Customer Experience
4 Allows you to return a car if you’re not satisfied 21.0% 5 Sends you customer rewards 18.0%
11 Does something special to get your attention 23.0%
9 Allows you do comparison test drives of their cars and
their competitors’ cars 25.0%
7 Offers you incentives to recommend your car to friends
and family 21.0%
8 People you know recommend the brand to you 28.0%
10 Invites you to special events 24.0%
5 Sales staff who understand your needs 36.0%
8 Offers incentives to test drive newer models 25.0%
2 Sales staff who treat you well 45.0%
6 Educates you about fuel efficiency and environmental impact 30.0%
13 Provides mobile/digital tools to help you compare offers 21.0% 13 Gives you mobile tools/apps to recommend your car
to your friends and family 19.0%
12 Invites you to special events 24.0%
12 Offers new mobile tools/apps that enhance your driving
experience 20.0%
7 Sends you discount offers 25.0%
11 Does something special to get your attention 21.0%
10 Gives you opportunities to test drive their cars at
locations other than the dealership 29.0%
1 Offers discounted maintenance 25.0%
6 Speaks to you about fuel efficiency and environmental impact 37.0%
9 Invites you to special events where you can test drive
newer models 26.0%
3 Sales staff who can tell you about products and pricing 53.0%
4 Sends you information about caring for your car 31.0%
1 Gives you opportunities to test drive their cars at the dealership 57.0%
3 Customer service and maintenance staff that understand
your needs 37.0%
2 Customer service and maintenance staff who treat you well 41.0%
18. /18Best Experience Brands 2013
Fig.7
Experience drivers: expectations vs. performance
Retail
Shopping Experience
Rank RankDriver DriverPerformance Performance
Customer Experience
11 Invites you to special events 21.0% 8 Rewards you for telling friends and family about your
shopping experience 17.0%
9 Offers unexpected in-store experiences 23.0%
13 Provides mobile/digital tools to enhance your shopping
experience 26.0%
6 Sends you information about caring for your purchases 21.0%
10 Does something special to get your attention 27.0%
5 Does something special to make you feel rewarded 22.0%
6 Offers you incentives to buy in a particular place,
for example in-store or online 32.0%
12 Offers new mobile tools/apps that enhance your
product experience 23.0%
5 Sales staff who tell you about products and pricing 35.0%
2 Offers customer loyalty rewards and incentives 25.0%
3 Gives you opportunities to try out products 23.0% 7 Offers incentives to try out newer items 19.0%
12 Provides mobile/digital tools to help you compare offers 24.0%
4 Offers discounted maintenance for your purchases 20.0%
1 Offers you free delivery or shipping 27.0%
10 Invites you to special events 21.0%
4 Sales staff who understand your needs 31.0%
13 Gives you mobile tools/apps to share your experience
with your friends and family 22.0%
8 People you know recommend the retail company to you 33.0%
11 Does something special to get your attention 24.0%
7 Sends you information about upcoming sales 36.0%
9 Creates a customer profile to make shopping with them
easier and faster 29.0%
2 Sales staff who treat you well 38.0%
3 Customer service staff who understand your needs 31.0%
1 Customer service staff who treat you well 37.0%
19. /19Best Experience Brands 2013
Fig.7
Experience drivers: expectations vs. performance
Insurance
Shopping Experience
Rank RankDriver DriverPerformance Performance
Customer Experience
10 Invites you to special events 16.0%
13 Invites you to special events where you can learn
and be educated 16.0%
6 Does something special to make you feel rewarded 19.0%
7 Rewards you for telling friends and family about
the company 19.0%
12 Provides mobile/digital tools to educate you about
financial planning 19.0%
4 Sends you customer rewards and incentives 20.0%
9 Does something special to get your attention 20.0%
11 Provides mobile/digital tools to educate you about
being a smarter owner/renter 20.0%
8 Offers new mobile/digital tools/apps that help you
access your policy information 22.0%
5 Sends you information about new offers 32.0%
3 Offers discounted pricing on additional policies
and coverage 33.0%
2 Customer service staff who understand your needs 34.0%
1 Customer service staff who treat you well 36.0%
14 Invites you to events where you can learn and be educated 17.0%
13 Provides mobile/digital tools to educate you about being
a smarter owner/renter 21.0%
11 Does something special to get your attention 22.0%
12 Provides mobile/digital tools to help you compare offers 22.0%
8 People you know recommend the brand to you 23.0%
10 Gives you information about competing brands 23.0%
2 Offers to match or beat competitors’ pricing 25.0%
6 Sends you discount offers 25.0%
7 Gives you side-by-side comparison of their policies
with their competitors’ 25.0%
9 Gives you a strong understanding of what it would be
like to be there customer 27.0%
1 Sales staff who understand your needs 33.0%
4 Sales staff who educate you about the best coverage for you 33.0%
3 Sales staff who treat you well 37.0%
5 Sales staff who tell you about products and pricing 42.0%
42.0%
20. 3 steps to better brand experience
It’s clear: brands need to raise their game when it
comes to brand experience. Across geographies,
categories, categories and customer groups,
brands can and must do better.
Regardless of a brand’s stage of experience
development, a simple three-step approach applies:
1. Map the overall brand experience.
Assess all the touchpoints that add up to brand
experience to understand gaps, white spaces and
areas for improvement. From a customer journey
perspective, this is an invaluable step toward
“plugging the holes” at which people defect
or get distracted.
2. Improve existing experiences.
Do the work of elevating existing experiences,
with particular attention on drivers with the highest
levels of impact, like customer-facing staff, partners
and other people that represent the brand.
3. Invent and innovate.
With so few truly differentiated experiences,
brands have a huge opportunity to stand out and
be special. Look at the tremendously low current
performance scores for the extra, discretionary
experiences brands create—and take advantage
of that white space.
/20Best Experience Brands 2013