A successful brand must create a meaningful brand experience for their customers. Our Global CMO, Margaret Molloy, asked a cross-industry sample of CMOs how they are showing their customers love. See what they said.
The Art of Running Successful PromotionsMarc Horne
11 Proven Promotional Strategies That We Have All Commonly Seen Retail Stores, Restaurants, & Other Offline Businesses Successfully Use. Capitalizing on Holidays.
Questions? Press? Demo? Support?
support@hcdesk.com
Service is Your Best Marketing Strategy: 5 Quick TipsFivestars
In 2011, seven out of ten Americans said they were willing to spend more with companies that they believe provide excellent customer service. Learn 5 quick tips to make sure your small business' customer service is top notch.
A successful brand must create a meaningful brand experience for their customers. Our Global CMO, Margaret Molloy, asked a cross-industry sample of CMOs how they are showing their customers love. See what they said.
The Art of Running Successful PromotionsMarc Horne
11 Proven Promotional Strategies That We Have All Commonly Seen Retail Stores, Restaurants, & Other Offline Businesses Successfully Use. Capitalizing on Holidays.
Questions? Press? Demo? Support?
support@hcdesk.com
Service is Your Best Marketing Strategy: 5 Quick TipsFivestars
In 2011, seven out of ten Americans said they were willing to spend more with companies that they believe provide excellent customer service. Learn 5 quick tips to make sure your small business' customer service is top notch.
WVU IMC Capstone - IMC Campaign Proposal for St. Jude Children's Research Hos...Kevin Kestler
For the capstone course of the WVU Integrated Marketing Communications Masters' program, I created an IMC campaign for St. Jude Children's Research Hospital. This involved the creation of an IMC agency brand identity (creative, core philosophy, mission statement, etc.), analysis of the client (St. Jude) and target audience (millennials), and a communication and evaluation plan. It is a representation of all that I learned throughout the program and was among a select few proposals chosen to be sent to directly to St. Jude for presentation.
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert SpectorTalkdeskInc
https://www.talkdesk.com/resources/webinars/
When it comes to customer service, what distinguishes the excellent from the mediocre?
Customer service expert and corporate historian Robert Spector works with Fortune 500 companies to determine what their customers expect in an impeccable service experience.
Register to learn:
- How Nordstrom created a reputation of great customer service.
- Ways to inspire customer loyalty and increase retention.
- How the customer experience is directly related to the employee experience.
This submission outlines a direct marketing campaign conducted by students at St. Lawrence College for a real client--Blueprint Clothing Boutique in Kingston, Ontario.
How to Use Social Media to Tell Your Brand Story, by Kim GarstY'all Connect
Kim Garst
Y'all Connect Presented by Alabama Power
June 13, 2014
Birmingham, Alabama
Social media can dramatically impact a brand’s image positively and negatively. Nearly 2 billion people use it not only as a source of news and information, but also as a resource to compare, shop, follow and evaluate brands.
The major difference between the old and new forms of brand messaging is that the consumer controls the message. That does not mean that the corporation does not have control over its online image: If it instead takes a positive, proactive and strategically balanced approach to crafting and consistently delivering high-quality, engaging content (brand storytelling), it can enhance its overall brand appeal.
Kim will discuss brand storytelling using social media and provide listeners with detailed, actionable steps they can follow to develop a comprehensive social media content strategy.
Complete integrated marketing communication plan for St. Jude Children's Research Hospital in Memphis, TN. This project was the Capstone to the WVU IMC graduate program and received an A.
This presentation talks about how to double your business through building better relationships with your customers. It looks at the key statistics that talk about the importance of maintaining customers and then gives a very simple and cost effective strategy, using the power of thankfulness, to bring significant income from your customers.
CMOs celebrate advances in marketing.
Marketing is going through a tremendous growth. The possibilities introduced by technology are manifold. In an effort to keep up, we can, at times, lose sight of why these changes make our industry so exciting. Here, more than a dozen leading CMOs share what they are most grateful for.
WVU IMC Capstone - IMC Campaign Proposal for St. Jude Children's Research Hos...Kevin Kestler
For the capstone course of the WVU Integrated Marketing Communications Masters' program, I created an IMC campaign for St. Jude Children's Research Hospital. This involved the creation of an IMC agency brand identity (creative, core philosophy, mission statement, etc.), analysis of the client (St. Jude) and target audience (millennials), and a communication and evaluation plan. It is a representation of all that I learned throughout the program and was among a select few proposals chosen to be sent to directly to St. Jude for presentation.
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert SpectorTalkdeskInc
https://www.talkdesk.com/resources/webinars/
When it comes to customer service, what distinguishes the excellent from the mediocre?
Customer service expert and corporate historian Robert Spector works with Fortune 500 companies to determine what their customers expect in an impeccable service experience.
Register to learn:
- How Nordstrom created a reputation of great customer service.
- Ways to inspire customer loyalty and increase retention.
- How the customer experience is directly related to the employee experience.
This submission outlines a direct marketing campaign conducted by students at St. Lawrence College for a real client--Blueprint Clothing Boutique in Kingston, Ontario.
How to Use Social Media to Tell Your Brand Story, by Kim GarstY'all Connect
Kim Garst
Y'all Connect Presented by Alabama Power
June 13, 2014
Birmingham, Alabama
Social media can dramatically impact a brand’s image positively and negatively. Nearly 2 billion people use it not only as a source of news and information, but also as a resource to compare, shop, follow and evaluate brands.
The major difference between the old and new forms of brand messaging is that the consumer controls the message. That does not mean that the corporation does not have control over its online image: If it instead takes a positive, proactive and strategically balanced approach to crafting and consistently delivering high-quality, engaging content (brand storytelling), it can enhance its overall brand appeal.
Kim will discuss brand storytelling using social media and provide listeners with detailed, actionable steps they can follow to develop a comprehensive social media content strategy.
Complete integrated marketing communication plan for St. Jude Children's Research Hospital in Memphis, TN. This project was the Capstone to the WVU IMC graduate program and received an A.
This presentation talks about how to double your business through building better relationships with your customers. It looks at the key statistics that talk about the importance of maintaining customers and then gives a very simple and cost effective strategy, using the power of thankfulness, to bring significant income from your customers.
CMOs celebrate advances in marketing.
Marketing is going through a tremendous growth. The possibilities introduced by technology are manifold. In an effort to keep up, we can, at times, lose sight of why these changes make our industry so exciting. Here, more than a dozen leading CMOs share what they are most grateful for.
The appointment of India-born Sundar Pichai as the new CEO of Google has renewed focus on Indians taking over the charge of large powerhouses and inspiring millions across the world. Let's take a look at the other top Indian origin CEO's who has made India proud.
23 Killer Questions To Use With Your ProspectsSean McPheat
Asking quality questions and really listening to the answers are in my book of two of the most important skills you need to master.
Here are 23 great questions that you can use to get yourself closer to the sale.
25 Mission Statements From the World's Most Valuable BrandsPalo Alto Software
The best example of a mission statement will define your company and its purpose in 30 seconds or less.
Great ones avoid buzz words, empty phrases, or mission statements that are so general they could apply to many different companies.
It’s a challenge, but you want to capture what your company stands for in a brief and memorable way.
Sometimes it helps to look at the mission statements of other companies to get a better idea of how to write your own mission statement.
Gathered below are the mission statements of the world’s 25 most valuable brands in 2015.
We’ve also graded each mission statement to demonstrate how effective they are.
8 Steps to the Ultimate Surprise & Delight Campaign Digital Roots
We can bet you've been appalled and underwhelmed by the level of customer service you've received by a company. Have you ever been pleasantly surprised and delighted by a brand's customer service?
Engineer a surprise & delight effort that will boost your reputation, leave your customers satisfied and draw your prospects in. After some observation and testing, we’ve come up with an 8-prong attack to the surprise & delight campaign. It involves big data, incredible insight, strong tools and the keen ability to pick out the perfect present.
Are you game?
Your surprise & delight campaign will put you in the history books with the likes of Albert Einstein and Constantine the Great. Or at least pump up your customer retention, revenue and brand loyalty. And probably rack up your Facebook fans & Twitter followers.
Traditional Marketing is Dead... Long Live the CustomerStan Phelps
Traditional marketing is dead. Today's consumer is empowered. Tell and sell marketing is no longer effective. Companies need to differentiate themselves to stand out in a sea of sameness. Brands need to find ways to leverage their most important asset: their current customer. Referrals and word of mouth are keys to future growth. This presentation features nine customer-centric marketing lessons from leading brands such as Apple, Disney, Five Guys, Kimpton Hotels, Southwest Airlines, TD Bank, Wells Fargo, Zane's Cycles, and Zappos.
Retail marketing strategies from Middle East Retail ForumMichael Leander
Clipping from coverage of the Middle East Retail Forum Marketing Conclave in Dubai. Mentioning Michael Leander (speaker), Leonard Otto, retail expert Simon Hathaway, Shawn Sipman, Natasha Rockstrom, Nandakumar Vijayan, Kritika Rawat and others.
Would you consider your brand a “good friend” or merely an
“acquaintance”? Do customers trust your brand, but don’t see you as an advisor? Do you have a story to tell, but customers don’t know it? What kind of friend do you want to be to your audience? Brand as Friend helps you understand how your brand currently resonates and provides a path forward to create an effective, motivating and differentiated brand position, along with an integrated marketing plan to activate it and well-informed creative to bring it to life.
If you are ready to improve your sales systems, generate more opportunities, keep your current clients buying more and have a proven marketing plan you can live by, you are at the right place. Please review our solutuons catalog to get a better understanding of how DMC can help you achieve optimum success.
Differentiate Yourself From the Competition: 15 Sales Experts Share How jennypoore
We all want to believe that we do a better job than anyone else, that no one else can compare. And while confidence is an important part of succeeding in sales, it isn’t true.
A company’s success is largely based on its ability to articulate and execute why it is DIFFERENT and BETTER than the competition.
Being “better” than someone else won’t get you very far. It might just make you feel good in the short-term. And assuming that your competitor will never “catch up” to you is a dangerous game to play.
If you bring this down to the salesperson’s level, those that tend to succeed are skillful at catching their prospect’s attention. They offer information. They send a ‘thank you’ note. They think ahead. On the flip side, the average low-performing salesperson requests information and time from their prospect (rather than offering it), avoids sending a handwritten thank you note (because that would “take too long”), and thinks on the fly (rather than thinking ahead).
Successful salespeople seek to be different, not just ‘better’. Because being different makes them better (i.e. more successful) in the long run.
We were curious about how our fellow sales pros thought about differentiation at the salesperson’s level, so we asked a few experts this question:
“What is ONE way a salesperson can differentiate him or herself from their competition?”
http://www.salesengine.com/sales/differentiate-yourself-from-the-competition-15-sales-experts-share-how/
Make an Impact, Inspire Your Business Partners and Get to a New Level!Scout RFP
The success of every deal depends on collaboration across all parties. How can Sourcing inspire their business partners? In this session, you’ll learn from real experiences in the field -- successes, challenges, and everything inbetween. Join Jason Cammorata, Vice President, Strategic Sourcing at MDC Partners to understand how he and his team have reached a new level of success with their business partners.
Make an Impact, Inspire Your Business Partners and Get to a New Level!Scout RFP
The success of every deal depends on collaboration across all parties. How can Sourcing inspire their business partners? In this session, you’ll learn from real experiences in the field -- successes, challenges, and everything in between. Join Jason Cammorata, Vice President, Strategic Sourcing at MDC Partners to understand how he and his team have reached a new level of success with their business partners.
Social Media Marketing Agency Sales Deck - Vulpine InteractiveDerric Haynie
Here's what we are all about and how we help exciting brands grow passionate fan bases on social media. Learn more about the problems we solve, who we serve, our services and prices, and what makes us unique in this industry. Interested in partnering with us? Contact derric.haynie@gmail.com.
Let's be honest, it's a Millennial's world! Learn how to capture more millennial market share and build lasting relationships to keep them loyal to your business and products.
Nightclub and Bar Convention 2017 - Building Loyal Clients In A Millennial's ...Jason Mitchell
Millennials are…? Can you answer this question? If not, you will need to if you want to build loyal customers in a millennial's world. Millennials currently account for one fourth of the entire population and $200 billion in annual spending power. They are self-reliant and socially engaged, are tech driven and utilize multiple communication channels and devices, are savvy and price sensitive when shopping, and seek authenticity in what they purchase. Although they can be challenging to engage and retain as customers, they can be very loyal to a brand once engaged. So how do we engage millennials and build them into loyal customers? This panel will discuss techniques you can use to build millennials into returning guests, over and over again.
#FIRMday 15th nov 2013 tom chesterton, tonic agency how being useful will m...Gary Franklin
HelpMarketing means actively supporting the people we need before they know they need us. Tonic will look at the way in which
Kevin Green, REC “Adapting to collaborating in 21st Century”
Looking at what good practice looks like when working together with recruitment agencies
- Managing the risk
- Building the trust
restructure, transformation and change.
Learn from her BIG mistake and glean some hints and tips along the way!
we can take the latest marketing thinking and apply that to talent acquisition.
- The art of building community
- Why power has shifted irrevocably to candidates
- Being useful means better engagement, broader advocacy and a more authentic employer reputation
- Useful examples
At Future part of our success is a result of the alignment within
the organisation of our purpose and strategy. To support this we
have created the Future Playbook to capture the “rules” of the
game at work, which is then shared with every new member of
staff to ensure we are all aligned and focused on delivering the
same goals.
Similar to How 15 Top CMOs Show Customers Love (20)
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
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
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
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.
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
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
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.
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
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.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
In the digital age, businesses are inundated with tools promising to streamline operations, enhance creativity, and boost productivity. Yet, the true key to digital transformation lies not in the accumulation of tools but in strategically integrating the right AI solutions to revolutionize workflows. Join Jordache, an experienced entrepreneur, tech strategist and AI consultant, as he explores essential AI tools across three critical categories—Ideation, Creation, and Operations—that can reshape the way your business creates, operates, and scales.This talk will guide you through the practicalities of selecting and effectively using AI tools that go beyond the basics of today’s popular tools like ChatGPT, Claude, Gemini, Midjourney, or Dall-E. For each category of tools, Jordache will address three crucial questions: What is each tool? Why is each one valuable to you as a business leader? How can you start using it in your workflow? This approach will not only clarify the role of these tools but also highlight their strategic value, making it perfect for business leaders ready to make informed decisions about integrating AI into their workflows.
Key Takeaways:
>> Strategic Selection and Integration: Understand how to select AI tools that align with your business goals and how to conceptually integrate them into your workflows to enhance efficiency and innovation.
>> Understanding AI Tool Categories: Gain a deeper understanding of how AI tools can be leveraged in the areas of ideation, creation, and operation—transforming each aspect of your business.
>> Practical Starting Points: Learn how you can start using these tools in your business with practical tips on initial steps and integration ideas.
>> Future-Proofing Your Business: Discover how staying informed about and utilizing the latest AI tools and strategies can keep your business competitive in a rapidly evolving digital landscape.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
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
2. We are living in the sharing age.
Consumers and business can obtain instant information
about products and services, and have more ways to
share their views on them than ever before. From rants
on social media sites to reviews on category-specific
platforms, consumers and business buyers are having
their say and listening to each other.
As marketers, two vital implications of this sharing age
are:
+ We need to be more creative in the ways we
reach customers.
+We must create more meaningful brand
experiences for and with them.
Margaret Molloy
Global CMO
Siegel+Gale
3. “How do you show love to your
customers everyday?”
I thought it would be inspiring to pose
this question to a cross-industry sample
of my CMO network:
Here are their
responses as well as
my own…
4. Reward Loyalty
“Millions of people make Dunkin’ Donuts an important
part of daily life, so we strive to show our thanks and
appreciation for our guests’ loyalty and passion each
and every day. Our DD Perks Rewards Program is a key
initiative towards that goal, as we have created one of
the most robust loyalty programs in our industry, offering
guests points towards a free beverage with every
purchase, as well as a free beverage when they register
and on their birthday. We also focus on our social and
mobile communities by offering special promotions and
offers on a regular basis. Plus, we have a strong
commitment to innovation and we are continually
refreshing our menu to delight our guests and keep them
returning to our restaurants, such as our heart-shaped
donuts for Valentine’s Day."
John Costello
President, Global Marketing and Innovation
Dunkin’
@JohnCostello307
5. Exceed Expectations
“Allstate shows love for our customers by delivering
more than they expect from an insurance company–
every day. Yes, we provide expert advice and
innovative products to help protect the people and
things they care about, but we also surprise and
delight them by helping them save money when
they buy a new SUV or a car seat for their child, find
an expert to care for their trees or other household
needs, or even to locate their parked car in a
gigantic mall parking lot. Our ‘Good Hands’ are
delivering more today than ever before, and our
customers simply love it!”
Sanjay Gupta
CMO
Allstate Insurance Company
6. Walk in the
Customer’s Shoes
“We show love to our customers by
spending time in-person with them to
better understand what they need.
Sometimes, customers may not be able to
tell us what they need but by watching
them closely, understanding their situation
and being in their shoes, they will show
us.”
Eduardo Conrado
SVP, Global Innovation Officer
Motorola Solutions
@conradoeduardo
7. Never Give Up
“We are in the businesses of amplifying your
life with music. We listen, care and act to show
you our love and appreciation every day, so we
can elevate your experiences, to make you
feel more inspired, alive and uninhibited. We
have always been committed to creating
perfection for the listener. That’s why we never
give up on our ongoing pursuit to provide the
best connection and experience whether it is in
sales or in support, so we can all appreciate
sound like it is meant to be heard.”
Sean Kapoor
VP Global Marketing
Harman International
@geekbuddah
8. Help Clients Succeed
"Last year we sent some of our top customers
and loyal brand advocates Valentines Day
cards. It was a simple gesture but it felt great to
see the reactions from our clients. They
appreciated the 'love' on Valentine's Day. At
IBM, we're working to become a relationship-
driven company. The days of mass marketing
are behind us. We're working to build advocacy
one customer at a time by building trusted
relationships with our clients to help them
succeed. Success is a team sport. And we love
to help our clients succeed."
Tami Cannizzarro
VP, Marketing
IBM Cloud
@tamicann
9. Encourage
“Mary Kay Ash often said, ‘P & L
stands for people and love.’ One of
the ways that I show my love for our
customers, the Independent Sales
Force, is by regularly sharing
encouragement along with
motivational quotes, images and blogs
with them via Twitter and Instagram.”
Sheryl Adkins-Green
Chief Marketing Officer
Mary Kay, Inc.
@SherryAG
10. Engage Employees
"Being in the business of providing talent management
solutions, I am in a unique position to be a user and a
marketer of our products. As a leader, I care passionately
about employee engagement and development, which
means I have a strong opinion about the potential of our
solution and can truly relate to our clients. I view each
customer interaction with the same excitement and
anticipation of going on a date – an opportunity to
exchange ideas, discuss our trials and tribulations, and
share our hopes and dreams. Genuinely appreciating
their passion is how I show my love for our customers,
and the insights I’ve learned from them have allowed me
to craft marketing messages that are more authentic,
approachable, and aspirational."
Emily He
CMO
Saba Software
@emilyhe1
11. Seek to Understand
“Two words: Impactful empathy. Seeking a
deep understanding of the things that matter
to our client— the individual, the person —
and then empowering that person to make
faster, smarter and more confident decisions.
It sounds rather simple, but great marketers
understand that "showing love” means first
and foremost seeking to understand.”
Marcy Shinder
CMO
Nielsen
@marcyshinder
12. Be a True
Partner
“Like any trusted relationship,
we demonstrate our love for our
customers by being a true
partner, and ensuring we have
their back every day, and at
every touch point.”
Lisa Bacus
EVP & Global CMO
Cigna
@lrb123
13. Simplify Communications
"CMOs make decisions each day where we can
put customers first, both in marketing and across
all of our companies. My current top idea is to
ensure that when writing content, we make it
easy for customers to understand and that it
uses their language, not internal product, brand
or marketing speak. Put simply, it's so important
to use the language of our customers. We get
caught up with internal terms and I always ask
the team to use the language of our customers."
Chris X. Moloney
Former CMO
Scottrade Experian & Wells Fargo Advisors
@CMOChris
14. Focus on Culture
"We just started a new program. We call it 76
Seconds. It's simple. It takes 76 seconds to
positively impact a fan - at a game or in the
community. Every single staff member has been 76
Seconds trained. We have 200 staff at 41 home
games. If every staff member can make one memory
a game we can drive positive fan experience in a
scalable way. That's over 8,000 memories we can
create! Every staffer is equipped with a dozen or so
special gifts that they can hand deliver to fans.
Maybe it's a surprise meet and greet with a player.
Maybe it's merchandise. Maybe it's a visit to the
court. 76 Seconds is more than an initiative. It's who
we are. It's part of our culture."
Tim McDermott
Chief Marketing and Innovation Officer
Philadelphia 76ers
15. Show and Tell Passion
"In the Manufacturing Cloud, we are in
partnership with our customers 24/7/365,
helping them make everything from
diesel engines to salted caramel
chocolates. We show our love for
customers in our own passion for making
things, and they return it by letting us tell
their stories in fun and creative ways."
Heidi Melin
CMO
Plex Systems
@heidimelin
16. Listen to Customers
“Our customers are our true advisors. So our goal is
to make sure that we are listening to her in every
channel and instance she is expressing herself.
Each time she reads our Rebecca Minkoff blog,
buys from our website, or goes to our fitting room to
try on a dress—we are learning from her and we
have the opportunity to have her fall in love with the
brand by inspiring her, surprising her and
entertaining her. We know she is passionate, playful
and complex, hence we post inspirational quotes to
our Instagram feed on Mondays, offer her a drink in
our store while she is shopping, or repair her
favorite bag she may have ripped. We truly care
about our customer and we try to show it in little
ways everyday.”
Emily S. Culp
SVP, eCommerce & Omni-Channel
Marketing Rebecca Minkoff
@emilyculp
17. Write Letters
“Nothing says love like a love
letter. I hope that many will take a
few moments from their busy
schedules and write letters of
gratitude instead of emails. The
impact of writing a card or letter
cannot be underestimated.”
Nagisa Manabe
Chief Marketing and Sales Officer
United States Postal Service
@nmmanabe
18. Know Your Purpose
“You can’t love if you don’t know
yourself. At Siegel+Gale, one of
things we do is help our clients
define their brand purpose and
values. This enables them to build
deep, enduing relationships with
their customers.”
Margaret Molloy
Global CMO
Siegel+Gale
@MargaretMolloy
19. If a theme emerges, it is that, these marketing
leaders declare a heartfelt desire to spend
more time with their customers. Whether the
sometimes-fickle customer will requite their
affections with true love remains to be seen. One
thing is for sure, in this sharing age, the
customer-brand relationship will no longer
be a private affair.
Follow and Tweet me
@MargaretMolloy
A version of this presentation
first appeared on Forbes.com