As I scanned the rapidly moving traffic on my Twitter feed the other day, there was one tweet in particular that caught my eye. It was from the journalist David Carr who was quoting Adam Moss, the editor of New York magazine: “I think the advertising business is in greater upheaval than...
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If you aren’t convinced of the depths of our individuality as human beings, then stop texting at the next red light and have a look at the bumper stickers on the cars ahead of you. I did just that, though I might have looked while texting, and saw three different calls to action to cure a dise...
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In the final part of our Three Part interview series with Rob Markey, Bain & Company, we share insights from Mr. Markey on how to better execute surveys, whether to introduce incentives to improve survey responses, and get his opinions on whether NPS or other metrics will eventually influence sh...
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My interview with Rob Markey about the new book, The Ultimate Question 2.0 “How Net Promoter Companies Thrive in a Customer-Driven World”, continues today with a closer look at how the “score” has evolved into a “system”. The book includes a number of case studies ranging from Charles Sc...
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I’ve been studying the Millennials for the past 5 years to see what makes them tick. My selfish motive is to better understand the Millennials in my own family, but apart from that, I am fascinated with how their perspective on and love for technology will change the way marketers construct loyalt...
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In a previous post I mentioned that I was the beneficiary of a serendipitous moment in which I was given the opportunity to interview Rob Markey, a partner in Bain & Company’s New York Office and head of the firm’s global Customer Strategy and Marketing practice. The topic was a new ...
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Change is exciting for some, frightening for others. Today, one of the biggest global brands in the Loyalty Marketing business changed its name. Groupe Aeroplan has become Aimia. I can’t imagine what it takes to plan such a change, as the stakes are high and the implications, while seemingly s...
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