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Balancing the need for privacy and personalization

Consumers today expect increased data security and increased personalization. The overabundance of available customer data provides organizations with new opportunities to understand, predict and [...]

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What makes customers willing to pay more

We like to think we are rational beings who make decisions based on logic and reason, but in reality, we are irrational beings who think with both our rational and emotional brains. In their 1970 [...]

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Mid-size Retail Banks are Winning the Customer Experience Battle

Online and mobile banking is on the rise. Millennials are embracing born-on-the-web alternatives to make payments and for checking and savings accounts and loans. Impending Big Tech rivals like [...]

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How Far Can a Company Extend its Brand Without Going Too Far?

I recently read an article that took me by surprise about Taco Bell opening a boutique hotel. It got me thinking about other brand extensions I have read about recently (a brand extension is when [...]

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You Still Don’t know Your Customers, and It’s Killing You

Marketing, as a practice is becoming more scientific. Thanks to the increasing availability of customer data, advances in analytics, real time processing, AI, ML, etc., marketing organizations [...]