When does customisation increase customer satisfaction – or my curtains’ challenge

Customisation is one of those marketing ideas that look great in theory but don’t always work in practice.   The benefits of customisation include: For the firm: For the customer: Savings on product development time and costs Customer insight Access to certain skills Customer satisfaction Ability to charge higher prices Functional benefits – e.g., getting … Continue reading When does customisation increase customer satisfaction – or my curtains’ challenge

[Miscellany] Fear sells, Facial recognition banned in San Francisco, and RIP Grumpy Cat

Fear sells What would be really, really useful, if you lived in a dangerous area, and wanted to keep an eye on your house when you are not there?   A doorbell with a camera, perhaps?! Maybe, a doorbell with a camera powered by a facial recognition system?! Or even a doorbell with a camera … Continue reading [Miscellany] Fear sells, Facial recognition banned in San Francisco, and RIP Grumpy Cat

What UK customers are complaining about

Complaint handling company, Resolver, has recently published statistics for the Top 20 types of customer complaints that they helped solve, via their free complaints tool. As these statistics refer to the complaints’ handled by Resolver, naturally, we get a very limited view of the problems that customers may be experiencing and complaining about. For instance, … Continue reading What UK customers are complaining about

Using 😄😩 makes you 👀 + 🥰 but – 🎓, 🔬 shows

Emojis and emoticons are well and truly part of the way we communicate, today. They’re on social media postings. They’re on e-mails. They’re even on marketing campaigns. But how do customers feel about company representatives using emojis in customer interactions, for instance, in an e-mail exchange or on Facebook? Will they think that it is … Continue reading Using 😄😩 makes you 👀 + 🥰 but – 🎓, 🔬 shows

Seeing the smart speaker as a servant vs a master vs a partner – Why it matters

I just came across a very interesting study published in the Journal of Marketing Management, which examined how smart speaker users viewed their devices, and how that related to their experiences of using the device. The study was conducted by Fiona Schweitzer, Russell Belk, Werner Jordan and Melanie Ortner, and its title is “Servant, friend or master? … Continue reading Seeing the smart speaker as a servant vs a master vs a partner – Why it matters

The early days of digital marketing #Web30

This month, we are celebrating the 30th anniversary of the World Wide Web (WWW), an information management system which, essentially, collates and links to all webpages in the world. As the BBC Bitesize website helpfully reminds us, the WWW is different from the Internet, which is the actual physical network of computers. A colleague and I … Continue reading The early days of digital marketing #Web30

Biases in algorithms – the case of Hello Barbie

Sometime ago, I saw a presentation by Val Steeves, Professor of Criminology at the University of Ottawa (Canada), about her research on smart toys. The talk focused on Hello Barbie, a Barbie-branded doll which is advertised as “the first fashion doll that can have a two-way conversation with girls”, and featuring “speech recognition and progressive … Continue reading Biases in algorithms – the case of Hello Barbie