Latest Posts
When Research Finally Meets Reality
What SightX and ZS Are Really Solving Insights professionals are skeptics by design. When your work is picked…
Passikoff: The Loyalty Code
In 2025, loyalty isn’t earned once and stored away. C’mon, this isn’t 1983! A little reality check, huh?…
Cust2Mate’s Smart Cart Strategy Moves From Pilots to Scale
Cust2Mate’s recent $25M order from Latin America marks more than just a sales milestone – it signals a…
Passikoff: The Venn of Loyalty
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…
Why Post-Purchase “Transaction Moments” Are Becoming Retail’s Next Frontier
A conversation with ROKT’s Ashley Firmstone In e-commerce, innovation often focuses on the flashy front end: discovery, targeting,…
Is It Time for CustomerOps?
Think about how much customer expectations have changed in the past few years. It’s not just that people…
Passikoff: Put the Research Down Before You Hurt Somebody
Doing do-it-yourself is hot. DIY projects have surged nearly 22% over the past five years. It makes sense…
AI’s Double Impact: From Data to Customer Insight
Lindsay Bayuk, CMO at Fullstory – on the Customerland podcast In the rush to make sense of customer behavior,…
The Real AI Revolution Isn’t Efficiency – It’s Understanding
A conversation with Resonate CEO, Bryan Gernert The pace of AI-driven change in business isn’t just fast –…
The Architecture of Signal
Clarity is underrated – not because people don’t value it, but because most teams have stopped expecting it.…
When Brands Carry the Flag – What the 2025 Brand Keys Survey Really Tells Us About American Patriotism
In a year where everything seems political – and almost nothing feels unifying – consumers are still rallying…
Passikoff: The Brand Also Rises
This is my 100th column for Customerland. Coincidently it’s the 100th anniversary of Ernest Hemingway’s first major book, In Our Time. A…
February 18, 2025
Big Changes in the Ways We Interact with Brands – the 2025 CLEI Results
In today’s fast-paced market, understanding brand loyalty is no longer just a matter of measuring customer satisfaction; it…
January 29, 2025
Decoding Gen Z Loyalty and Engagement
Editor’s Note: This was one of the most fascinating – and instructive – conversations in recent memory. I…
Passikoff: The (Actual) Trends Brands Should Pay Attention To
It was W. Edwards Deming, statistician, researcher, professor, and author, who said, “Without data, you’re just another person…
October 29, 2024
5 Lessons from Prime Day to Leverage for a Killer 2024 Finish
Prime Day is more than the biggest “holiday” sale in the soft summer season; it’s a chance for…
Transforming Insights into Strategic, Actionable Storylines
In this episode, Brett Townsend, SVP of Strategy at Quester, sheds light on the critical role of storytelling…
September 25, 2024
Grocery Attitude Shifts Point to Some Large Opportunities on the Horizon
What if you could revolutionize your food habits to match your fast-paced life? This episode promises to reshape…
September 6, 2024
Decoding Female Shopper Dynamics: Insights from the SheShops Report
In this episode of Customerland, we explore the newly released SheShops Report, which sheds light on the significant…
Snack50 Consumer Shifts + news from PegaWorld
Today something a little different. First I sat down with Hunter Thurman, who’s founder and CEO of Alpha…
Getting to Better Customer Algorithms
The key to unlocking customer engagement lies in understanding that while algorithms can guide you, it’s the human…
Transforming Traditional Rewards into Community-Driven Loyalty
In this episode of our podcast, we sit down with Andy Hermo, the newly appointed Chief Operating Officer…
Beyond Demographics: The Latino/Latinx/Latine Debate
Not a day goes by when a client doesn’t ask us to opinionate about whether they should use…
Passikoff: Brand Exnovators
Here’s my “Word of the Day.” Exnovation. I used a thesaurus to find it. “Exnovation” has been described as…
April 9, 2024
Passikoff: Brand Color Wars
If I say the name, “Louboutin,” what do think of? Shoes with red soles, right? How about “Post-Its”?…
Passikoff: Attack of the Loyalty Juggernauts
Consumers – you and me – make 35,000 choices a day. One every 2.5 seconds. Depending on category…
January 16, 2024
Wrangling the Wild West of Digital Dashboards
“It’s complicated right now. Carmakers have invested in cutting-edge UI design without any boundaries or industry standards.” Are…
2024 Retail Marketing & Loyalty Outlook: A Conversation with Eagle Eye’s Tim Mason
In September of last year, we spoke with Tim Mason, CEO of Eagle Eye and architect of the…
Predicting the Next Wave in Grocery and Shopping Behavior
Discover the future of consumer shopping habits and strategy adaptation with Barbara Connors, Vice President Strategy and Acceleration…
December 20, 2023
Decoding the 2024 Retail Consumer Psyche
A survey of surveys. In 2024, the consumer landscape is undergoing a remarkable transformation. Shaped by a confluence…
Headless CMS as a Capability Not a Strategy
Arc XP’s Matt Monahan explains what goes into success with a headless CMS.
November 24, 2023
Connecting with the Elusive Gen Z and Generation Alpha
For brands and companies to remain relevant to Gen Z audiences, it’s going to be increasingly important to make sure corporate values are aligned with the values this generation espouses.
November 17, 2023
The Science of Holiday Gifting: Unwrapping what Really Drives our Buying Behaviors
Understand what Need State you are uniquely positioned to serve, and which consumer target is most likely to be seeking that emotional payoff.
Consumer Trends: The “Why” Behind Drink Choices
While the lines between sports and energy drinks might be blurring, decision science explains why, and what to…
Decoding the AI Impact on Customer Advocacy: Insights from GoDaddy
Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si,…
Passikoff: 10 Rules for Brand Performance
Former-Borscht Belt comedian, 1950’s TV script writer, filmmaker, and philosopher, Mel Brooks, cautioned, “Hope for the best. Expect…
Listening is a Misunderstood Part of Marketing
Actions speak louder than words, which is why “listening” to what your prospects and clients do can be…
September 28, 2023
Pushing Boundaries in Grocery Retail Innovation
Our guest for today’s episode is Andrew Cron, who wears many hats as the Senior Vice President, Chief…
September 27, 2023
Passikoff: Patriotic Brands Matter (and Win)
Brand Keys released their annual Most Patriotic Brands survey. It identifies which brands best embody the value of “patriotism".
Customer Journey Mapping 3.0
Traditional journey maps, designed qualitatively in a workshop and then immortalized on the boardroom wall, are unfortunately often conceptual at best.
Gen Z’s Expansive Views on Gender and Sexuality Are a Call to Action for Brands
Gen Z is excited to shift the conversations that brands, advertisers, and marketers are having about how to…
Performance, User Empathy are the New Priorities
Performance is no longer an optional investment for companies looking to access diverse global markets and build customer…
Solving CX by Starting with Customer Expectations
For the record I have no problem with NPS. I want to get that out of the way right…
Navigating Data Privacy Compliance in a Privacy-Conscious World
As long as your data privacy infrastructure is compliant, and you have the tools to analyze and manipulate…
Expectations Are The Key
A consumer makes about 35,000 choices a day. One every 2.5 seconds. Depending on the category and age…
Consumer Research: ML vs Statistics Cage-Match
We want to contribute intelligent tools to the consumer research space to help free time for thinking within…
February 3, 2023
How Brand Tracking can make Marketing Investments Recession-Proof
Kantar evidence from the last recession of 2007-2009 demonstrates that tightening the purse strings starts with the marketing…
12 Trends in Ecommerce for 2023 & Beyond
Today’s consumers have more options than ever. As these consumers become increasingly diverse and seek a customized, convenient…
Wiedemann: Young’s 3 Immutable Marketing Principles
What Shirley Young taught me about competition and what customers want
The 4 Reasons Your Journey Maps Are Failing You
How leading businesses are turning from the customer journey map to the customer.
