Posts

Comcast brand

Brand and the Disgruntled-Customer Effect

Today, telecom providers spend millions of dollars developing and promoting their brands. Over time, their investments burn brand-positive images on the mind of their consumers. Let’s say that one of those consumers – we’ll call him “Joe” – is driving his kids to school, when a white utility van cuts into his lane, forcing him onto the shoulder at 60 miles per hour. After quickly regaining his senses and glancing in the rear-view mirror to make sure his kids are alright, Joe looks back at the van and sees the logo of his telecom provider. And suddenly, the company’s carefully crafted brand fades from Joe’s mind, to be replaced by a more personal, and more permanent, image. Read more

Good, Fast, and Cheap

Just last month, a colleague shared an old saw commonly cited by manufacturers. “I like to tell customers,” she said, “we can make it good, we can make it fast, and we can make it cheap – pick any two.”

Aphorisms, like this one, are memorable partly because they are pithy, partly because they are delightfully clever, and partly because they are true – or in this case, they were true when they were coined. Read more

Black Friday Infographic

Infographic – Black Friday and Cyber Monday – 2016 November

This infographic explores the economic impact of Black Friday, Cyber Monday, and Thanksgiving Day weekend sales, using the final statistics from 2015 (in forecast of 2016). The National Retail Federation had predicted a 3.6 percent increase for 2016 at the time of publication.

© 2016 MarketPoint LLC, All Rights Reserved

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Brand Loyalty Infographic

Infographic – Brand Loyalty – 2016 March

This MarketPoint infographic on Brand Loyalty explores what it means to be loyal, what makes customers loyal, why customers switch brands, and the value of loyalty programs. All sources cited.

© 2016 MarketPoint LLC, All Rights Reserved

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Brand Loyalty Whitepaper

Whitepaper – Brand Loyalty – 2016 February

This MarketPoint whitepaper explores aspects of brand loyalty: what makes customers loyal, why customers switch brands, and the value of loyalty programs. All sources cited.

© 2015 MarketPoint LLC, All Rights Reserved

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Innovation Infographic

Infographic – Innovation – 2014 December

This Innovation Infographic from MarketPoint explores innovation, quantifying it domestically and internationally, and explains disruptive innovation. All sources cited.

© 2014 MarketPoint LLC, All Rights Reserved

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Some brands, like some plants, have great stickiness

Stickiness is Voluntary

To new marketers, stickiness is the new black. “Sticky clients” are the obvious solution to attrition, the ideal new business prospects, the holy grail of market segments. Stickiness goes with everything. It’s always fashionable. It’s the right answer to the toughest marketing questions. Everyone wants sticky customers.

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Bass guitar like the one played by Paul McCartney of the Beatles

And the Brand Played On

Exactly 44 years ago today (April 10), Sir Paul McCartney announced that the Beatles would go their separate ways. In the decades since, each member of the Fab Four forged his own unique brand of Rock and Roll. But none has matched the seismic impact that the mop-topped foursome had on American music and culture.

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Net Promoter Redo

Fascinating experience, this week, with a major telecom provider. It started with a customer satisfaction survey. The call began with the usual questions: “Was your technician on time …courteous …knowledgeable …neat, etc.” And it ended with a Net Promoter question: “On a scale of one-to-ten how likely are you to recommend us to a business colleague?” Read more