Latest Posts
Amplifying Success: Insider Tips for Podcast Creation and Promotion
As a media journalist with an ear to the ground in the audio world, I spoke with some of the…
September 17, 2024
The Five Elements Of An Effective Customer Experience Strategy
Today, we live in the age of the customer, where customer expectations are higher than ever, and they have more…
Passikoff: You’re Not Just Competing with Your Competitors
Every January we field our Customer Loyalty Engagement Index. This past January we had consumers assess 1,231 brands in 114…
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
Deciding Which Path Leads to Sustainable Marketing Success
So, you’ve decided that your website isn’t working and it’s time to build a new site. Why? Don’t…
September 5, 2024
Getting Authentic about Brand Authenticity
In recent years, the language of 'sustainability' has been co-opted by some brands in order to make themselves relevant.
Can AI Really Transform Leadership and Employee Wellness?
How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic…
September 4, 2024
Transforming Public Relations: Anti-PR’s Role in Adapting to Google’s Changes
As search engine algorithms evolve, businesses must adapt to maintain visibility. Major updates from Google in October 2023…
Women’s Equality Day: Celebrating Progress, Acknowledging Challenges
Women’s Equality Day is upon us this week, a time to reflect on the progress made toward gender…
Impulse Buying and Brand Loyalty in Beverages
How consumer psychology is reshaping the beverage industry: Digging deep into Alpha-Diver’s Bev50 Report. How is consumer psychology…
Closing the Personalization Gap in the Media Industry
Why traditional media companies should be prioritizing personalized content catered to consumer needs
August 21, 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…
Harnessing Customer Satisfaction for Organic Growth
Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group, as he shares his journey…
Voice Needs to be Part of the Digital CX – Not the Legacy Annoyance
Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.
How Podcasting Leads to Love
I finally got invited to meet my friend’s girlfriend of eight months, whom we’ll call “K.” My friend…
August 9, 2024
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…
CX vs XD: What Does CX Even Mean Anymore?
With deference and respect to our colleagues who operate in the customer service space, you seem to have…
Customer Service Chatbots: A Seamless GenAI Solution or a Risky Feature?
Advances in AI capabilities have vastly improved the customer service chatbot experience in the past couple of years.…
The Intersection of Speed and Sustainability in Retail
Have you ever wondered why a simple purchase can turn into a logistical puzzle? Imagine buying five identical…
Why Strategic Churn Is Good for Your Bottom Line
If you have a subscription-based business, a concept that may seem counterintuitive at first glance is strategicchurn. Losing hard-won…
July 29, 2024
Marketing Deep, Marketing Wide
A classic small-business conundrum is the question of specialization. The idea of saying no to potential business (because…
July 25, 2024
Balancing Efficiency and Satisfaction in Customer Service
We get into the nitty-gritty of measuring customer service success. In our latest episode of Customerland, Dr. Ori…
Passikoff on Vacations, Brands & Bears
When you hear the word, “vacation,” what springs to mind? Exotic locales? First class airline seats and luxury…
Why Making it Easier for Subscribers to Cancel is a Winning Subscriptions Strategy
I recently came across an article titled “Subscriptions are hard to cancel and easy to forget by design”…
How Technology is Responding to the Wave of Overnight Stockouts
From makeup and skincare to phone cases and kitchen tools, products can quickly become overnight sensations thanks to…
Navigating Leadership Challenges in Customer Success
What if you could transform your business operations and customer success strategy simultaneously? Join us as we sit…
Navigating Sociopolitical Shifts: Prioritizing What Matters to Gen Z
In the ever-changing landscape of sociopolitical views, the past two years have brought about some notable shifts in…
How Generational Dynamics Are Shifting Expectations and Experiences
When it comes to people’s expectations for remarkable experiences, all the hype is around what Gen Z and…
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…
Passikoff: The Great (Brand) Pyramid
We deal with all kinds of pyramids in life. As kids we had one of those front-of-the-school-room Food…
Revitalizing Ad Creativity With AI and Empathy
In this episode, we sit down with Ian Baer, a seasoned ad agency executive with over 35 years…
The Journey to Authentic Allyship Between People and Brands
Its a good moment to remind brands and the people who run them that genuine support - allyship - is more than just a June activity.
Rethinking the Customer Data Platform
In Search of the Elusive 360° Customer View The CDP market is fraught with confusion and misrepresentation. It’s…
The Second Generation of E-commerce: A New Era of Trust and Authenticity
If counterfeiting were a country, it would rank as the world’s tenth-largest economy, even surpassing Canada’s GDP. According…
June 28, 2024
Reconciling Consumer Expectations and Brand Realities for Better Travel Loyalty
In this episode of Customerland, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara,…
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
Great Marketing Content Can’t Stand Alone
Last month we talked about ways to create great content marketing content. And while great content is a…
June 24, 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.…
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…
Juneteenth: Top Sociopolitical Concerns for Young Black Americans
Juneteenth National Independence Day on June 19 provides an opportune moment to consider what’s at stake for Black…
Take your email marketing beyond opens and clicks with a CDP
Email has always been the ROI darling of Marketing Communications. But brands find it hard to resist the…
Traceability is the New Front Line for Sustainable Retail
Multiple global regulations set to take effect in the coming years have made traceability an imperative for retailers…
Advanced Data Management for Modern Retail Supply Chains
We discuss the revolutionary “supply chain digital twin” technology powered by O9’s digital brain platform. Ever wondered how…
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
Traceability is Key to Protecting Human Rights in Supply Chains
Across the globe, a transformative wave is reshaping the landscape of international commerce. Nations and economic blocs worldwide…
Redefining Enterprise Efficiency with Kore AI’s Advances
What if you could revolutionize customer service and employee productivity with cutting-edge AI technology? In this episode of…
Mid-2024 CDP Update – Is Yours Keeping Up?
Customer Data Platforms (CDPs) have undergone a dramatic transformation in recent years, evolving into indispensable tools that drive…
June 3, 2024
Generating Great Ideas for Great Content
Last month we talked about what makes solid content. In other articles, we’ve talked about how to create content that…
May 31, 2024
Transforming Commerce with Unified Data Solutions
Curious about the future of commerce in a world where digital and physical blend seamlessly? Join us as…
Passikoff: Is Your Brand on the Right List?
People love lists. If that statement seems intuitively obvious, good! Apparently, it should be. Here’s a list of…
