Latest Posts
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
Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution
Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and…
Brand Authenticity: Countering Greenwashing
According to Kantar, 67 percent of consumers worry that brands engage in social issues only for commercial reasons. And in…
Passikoff: The Dangers of the Human Brand
Have you had your 15 minutes of fame? I was referencing the cultural idiom, “In the future everyone…
November 12, 2024
Passikoff: The Brands / Votes Conundrum
In 1959 ad agency Dancer Fitzgerald Sample introduced the Trix rabbit. General Mills had launched the cereal five years earlier…
October 15, 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
The Penultimate Guide to Retail Brand Authenticity
As a marketer, how important is brand authenticity to consumers? TLDR:Brand authenticity is a crucial factor in influencing…
Bridging the CX Gap: Aligning Intentions with Consumer Realities
Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join…
Passikoff on Vacations, Brands & Bears
When you hear the word, “vacation,” what springs to mind? Exotic locales? First class airline seats and luxury…
Passikoff: Holiday Brand “Wieners”
July 4th is coming up. It’s a big deal. Independence Day. Official birthday of the United States. Federal holiday.…
June 25, 2024
The Broken Promise of Loyalty: Why It’s Failing and How to Fix It
A bit of context before you read this. I have a lot of respect for loyalty marketing professionals.…
Passikoff: Meaningful Brands (Always) Win
As I mentioned in my last column, we released our 23rd annual Most Patriotic Brands list last week, posted…
June 11, 2024
The Good News and the Bad News about AI
Which do you want first? Research tells us that depends. On whether you’re the giver or receiver of…
Media at the Intersection of Latinx and LGBTQIA+
Brands and Media Can Make a Difference Given the current backlash against LGBTQIA+ and its impact on the community,…
December 13, 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,…
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
Passikoff: The Path to Brand Enlightenment
Buddha believed, “Everything connects to everything else.” It’s a good philosophy to follow. In life and business. More-particularly,…
A Deep Dive into Gen Z’s Choices
Imagine cracking open the secret behind Gen Z’s snacking habits. That’s exactly what we’re doing today with Mary…
Passikoff: Loyalty is boffo!
Loyalty is Boffo! That’s show-biz talk. For “terrific!” More for some brands than others, but still. The accolade…
September 12, 2023
Exploring the Next Frontier of Retail
Welcome to the world of loyalty marketing, where data drives decisions and personalization is key. In this episode,…
September 6, 2023
Passikoff: What Happens When Brands Chase the Wrong Numbers
Let me be very clear. This is not a column about trans people, LGBTQ civil rights, pride, Pride…
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".
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…
Passikoff: The One Reason Why Disney Won
Brands better able to meet consumer expectations are six times more likely to have consumers think better of…
Bring Customers Into Clear Focus
Employees who think their company is customer-centric are very optimistic about their companies and their future. Bad customer…
The Case for Customer Expectations as CX’ North Star
CX professionals need to start by understanding their customers’ expectations for doing business with them because meeting and…
Expectations Are The Key
A consumer makes about 35,000 choices a day. One every 2.5 seconds. Depending on the category and age…
Loyalty – A mirage or a fountainhead?
Marketers who can’t earn customer loyalty declare that it is dead. Brands earn loyalty by distinguishing themselves with…
January 20, 2023
How to Build Trust and Loyalty through Purpose-Driven Marketing
Your entire marketing campaign – and indeed, brand – hinges on trust. With pandemic pressures – and economic conditions in…
December 22, 2022
The Age of AI vs. Customer Engagement and Delight
AI can help businesses engage with and delight customers like never before.
Future Forecasting: Predicting Customer Behavior with Data
Anticipating your customers’ wants and needs isn't a superpower or gimmicky mind trick – it's a valuable business strategy that supercharges sales!
Social Listening Strategy: How to Get Started and Leverage It to Unlock Opportunities
Social listening tells you what the discussions around your brand are, along with how and where they’re happening.
Edelman Trust Barometer – My Top 5 Takeaways
In a special report on brand trust, Edelman called trust: ‘the new brand equity’. Trust and business integrity now play a much more significant factor in purchasing decisions.
October 6, 2022
Passikoff: How Patriotic are your Favorite Brands?
Slapping an American flag on something and having an authentic foundation to be able to slap an American flag on something aren’t the same thing. Consumers know that too.
June 28, 2022
Passikoff: Cannabis Brands are More Than Smoke
Cannabis and its cultural swirl remain a heady and potential goldmine for those who can brand weed right.
May 17, 2022
Passikoff: How Authentic is Your Brand Authenticity?
It turns out that there’s an enormous difference between a brand saying something, a brand doing something, and a brand saying and doing something believably.
Brand Trust and the Importance of Being Earnest
Brands offering a clear value exchange - we will collect THIS data and use it in THIS way to give you a better experience - will see their brand trust levels increase.
Passikoff: And Your Marketing Mantra is …
“Cheap” is the rational part of decision-making. Expectations are the emotional part.
Passikoff: Chasing Customer Expectations
Real customer expectations – the ones brands want to exceed – move at the speed of the consumer, faster than brands can keep up, no matter how many times brands tell you they want to exceed your expectations.
January 25, 2022
Passikoff: Anniversaries, Trends, and Brand Loyalty
While we can’t offer you a drink, we can offer you access to the largest, most accurate, correlated-to-consumer behavior, continuous brand loyalty database ever created.
December 14, 2021
Passikoff: The Meta of Brands
How much does the fact we recognize a logo – even like a logo – change our behavior toward the brand and the experience the logo is supposed to represent?
November 30, 2021
Passikoff: Brand Slogan Hits … and Misses
I’m thinking nothing is still better than the innuendo-laden Sunglass Hut slogan, “Sitting On Faces Since 2001.”
October 19, 2021
Passikoff: Peloton Isn’t Pedaling Fast Enough
The perfect storm blew the Peloton brand out of the luxury category into a sector some consumers thought of as a “necessity,” and that was good.
Ranked: The Reputation of 100 Major Brands in the U.S.
Building a strong and reputable brand may be subjective, but its effects on consumer loyalty are powerful.
September 24, 2021
Passikoff: The 2021 Loyalty Leaders List
Brands that make loyalty and emotional engagement a priority show up on our Loyalty Leaders List. More importantly, they show up on consumers’ shopping lists.
September 21, 2021
Passikoff: Leading with Brand Values
Be a real brand. Defend your heritage. Build your brand values. Create emotionally engaging advertising to reinforce brand differentiation, consumer gratification, and customer loyalty. You know, brand stuff.
Passikoff: Victoria’s Secret is a Study in Market Tone-Deafness
Victoria’s Secret brand loyalty is down. The brand needs a new flight path for the evolving retail atmosphere, or it will continue to pay the price.
