Author: Robert Passikoff

Brands, Consumer Research, Consumer Sentiment, Customer Expectations, FEATURED

Passikoff: Branding, Without the Illusions

by Robert Passikoff 0

A scoutmaster asked his troop what three things they’d want if they were alone and lost in the…... Read more.

Advertising, Brands, Consumer Behavior, Consumer Insight, Consumer Psychology, Customer Expectations, FEATURED, Loyalty

Passikoff: Listening for Silent Loyalty

by Robert Passikoff 0

The English version of “silence is golden” first appeared in an 1831 poem by Thomas Carlyle. Forty years…... Read more.

Advertising, Agency, Consumer Insight, Consumer Research, Consumer Sentiment, Customer Expectations, FEATURED, Loyalty, Retail

Passikoff: What Makes a Successful Product Launch (Hint: It’s Not What You Think)

by Robert Passikoff 0

When it comes to last year’s least successful new product launch, my vote goes to Stoli Group’s (yes, that Stoli!) $150 million bourbon... Read more.

Brands, Consumer Behavior, Consumer Psychology, Consumer Sentiment, Customer Expectations, FEATURED, Loyalty

Passikoff: Measuring REAL Loyalty

by Robert Passikoff 0

Brand Keys measures brands – and how loyal their customers are to them, because loyalty matters. We’ve done…... Read more.

Advertising, AI, Brands, Consumer Insight, Customer Experience, customer strategy, Employee Experience, EX, FEATURED, Loyalty, Marketing, Media, Retail

Passikoff: Greetings, Marketers!

by Robert Passikoff 0

Greetings, marketers, both old and newHere’s a 2025 year-end review. The best-known holiday poem is generally considered to…... Read more.

Advertising, Brands, Consumer Behavior, Customer Expectations, FEATURED, Loyalty, Marketing, Retail

Passikoff: ‘Tis the (really long) Season

by Robert Passikoff 0

Brands like Coca-Cola and Macy’s helped entrench Santa Claus in popular culture, and Christmas became a retail juggernaut,…... Read more.

authenticity, Brands, FEATURED, Loyalty

Passikoff: A Brand That Doesn’t Need Gimmicks

by Robert Passikoff 0

Tomorrow is Veterans Day – a national celebration honoring the patriotism, courage, and sacrifice of America’s veterans. I…... Read more.

AI, Brands, Customer Expectations, FEATURED, Marketing

Passikoff: Marketing’s Haunted House

by Robert Passikoff 0

There’s an old joke that goes, “I had a nightmare I was at work. Then I woke up.…... Read more.

AI, Brands, Consumer Insight, Consumer Sentiment, Customer Expectations, FEATURED, Loyalty

Passikoff:  The Loyalty Code

by Robert Passikoff 0

In 2025, loyalty isn’t earned once and stored away. C’mon, this isn’t 1983! A little reality check, huh?…... Read more.

Consumer Insight, Consumer Sentiment, customer engagement, Customer Expectations, customer strategy, FEATURED, Loyalty

Passikoff: The Venn of Loyalty

by Robert Passikoff 0

I want to talk about marketer-types who revere/use/misuse/ignore/are-just-plain-stupid-about loyalty. I thought I’d use a visual tool to catalogue…... Read more.

Consumer Insight, Consumer Sentiment, Customer Expectations, Customer Intel, FEATURED, Market Research, Retail

Passikoff: Put the Research Down Before You Hurt Somebody

by Robert Passikoff 0

Doing do-it-yourself is hot. DIY projects have surged nearly 22% over the past five years. It makes sense…... Read more.

Consumer Behavior, Consumer Sentiment, FEATURED, Loyalty

Passikoff: Expectations of Happiness

by Robert Passikoff 0

Expectations offer deeper insight into the emotional drivers of brand loyalty, engagement – and yes, happiness. When Walt…... Read more.

Brands, Consumer Behavior, Consumer Sentiment, FEATURED, Loyalty

Performative or Patriotic? What Today’s Most Trusted Brands Get Right

by Robert Passikoff 0

We just released the results of our 24th annual Brand Keys Most Patriotic Brands survey. I usually write…... Read more.

Customer Experience, CustomerOps, FEATURED, Loyalty

Passikoff: Loyalty Shifts

by Robert Passikoff 0

Loyalty is “interdisciplinary.” Meaning it involves more than one branch of knowledge. Technically I suppose the way we…... Read more.

Brands, Consumer Psychology, FEATURED, Loyalty

Passikoff: On Brands and Politics

by Robert Passikoff 1

“Politics makes strange bedfellows.” That’s an 1870 quote from American journalist, Charles Dudley Warner. At the time he…... Read more.

Brands, Consumer Psychology, Consumer Sentiment, Customer Expectations, FEATURED, Loyalty

Passikoff on Brand “Temperature”

by Robert Passikoff 0

The 1st Baron Kelvin who (unless you were a physics major, and I don’t count many of those among…... Read more.

Brands, Consumer Insight, FEATURED, Loyalty

Passikoff: The Brand Also Rises

by Robert Passikoff 0

This is my 100th column for Customerland. Coincidently it’s the 100th anniversary of Ernest Hemingway’s first major book, In Our Time. A…... Read more.

Brands, Customer Expectations, FEATURED, Loyalty

Passikoff: Getting 100 on the Brand Test

by Robert Passikoff 0

Think about the number 100. What comes to mind? Completeness? Totality? Your perfect score on that spelling test…... Read more.

Brands, Consumer Psychology, Consumer Sentiment, FEATURED

Passikoff: The Dangers of the Human Brand

by Robert Passikoff 0

Have you had your 15 minutes of fame?  I was referencing the cultural idiom, “In the future everyone…... Read more.

Brands, Consumer Insight, FEATURED, Sustainability, Trends

Passikoff: The (Actual) Trends Brands Should Pay Attention To

by Robert Passikoff 0

It was W. Edwards Deming, statistician, researcher, professor, and author, who said, “Without data, you’re just another person…... Read more.