Three essential podcasts for marketers in a hurry (and really busy marketing students)

I am a big fan of podcasts. They are a great way of learning about a broad range of topics or, conversely, of staying informed about a particular topic. And they are perfect for those of us who want to learn more, but feel that they are already spending too much time in front of … Continue reading Three essential podcasts for marketers in a hurry (and really busy marketing students)

When the firm’s customer is the public’s enemy

Sometimes, good customers do bad things. I mean, they do things that are good for the business, but which may have negative consequences for the wider public. In those cases, the government may intervene and demand that the firm acts in a way that meet the government’s goals (regarding the public good) but which runs contrary … Continue reading When the firm’s customer is the public’s enemy

Level vs source of customer (dis)satisfaction

We sometimes think of customer satisfaction and dissatisfaction as two sides of the same coin. If a certain feature is present – say, courteous service – customers leave satisfied; if that same feature is absent, customers leave dissatisfied. So, to have happy customers, all we need to do is keep improving on that feature.   … Continue reading Level vs source of customer (dis)satisfaction

Resource on the sociology of artificial intelligence and algorithmic decision making

In my process of learning about artificial intelligence, and reflecting on its implications for society (and marketing, as part of it), I came across the work of Zeynep Tufekci. She works on the sociology of technology, for instance the social consequences of algorithmic manipulation, or how people in power use artificial intelligence to manipulate us:   … Continue reading Resource on the sociology of artificial intelligence and algorithmic decision making

Talk by UK Country Manager for Amazon, Doug Gurr

Amazon is much maligned for the effect it has on small retailers (not just bookstores), how it treats its warehouse workers, tax avoidance and other controversies. But one thing is true: it has amazing customer service.   I have been on the receiving end of great customer service from Amazon on numerous occasions and, again, this … Continue reading Talk by UK Country Manager for Amazon, Doug Gurr

Workshop on Artificial Intelligence in Marketing

The talented Daniela Castillo and I are organising a workshop on Artificial Intelligence in Marketing. Our aim is to bring together 12 participants for in-depth discussions about: Developments in Artificial Intelligence What this means for marketing – e.g., in terms of customer behaviour, marketing strategy, and even the role of marketing and marketers Methodological issues … Continue reading Workshop on Artificial Intelligence in Marketing