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Judith Aquino | August 25, 2016
How many photos are floating around the Internet? The answer is staggering. In 2014, people uploaded an average of 1.8 billion digital images every day, according to Mary Meeker's Internet Trends Report. And according to data released by Google, in 2015, we uploaded 24 billion selfies on Google Photos alone, not counting photos shared on other sites like Facebook or Instagram. To put those numbers into perspective, there are about 7.4 billion people on earth. Read more »
Judith Aquino | August 18, 2016
It's unquestionable that for most businesses, customer reviews have become a critical part of customer engagement. In addition to the traditional aspects of running a business, business owners are increasingly paying attention to what's being said about them online. Read more »
Tom Hoffman | August 16, 2016
According to recent research released by Russell Reynolds Associates, turnover rates among Chief Marketing Officers (CMOs) are at their highest levels since the executive search firm began tracking marketing officer appointments four years ago. The good news for many CMOs is that 61 percent of CMOs left their companies in the second half of 2015 for new opportunities, with 75 percent of the departees remaining in the same industry. But as CMOs are under the gun to shift their focus Read more »
Mila D'Antonio | August 15, 2016
Lately, the mantra for retail seems to be "evolve or die." In the wake of Macy's announcement that it will be closing 100 of its 700 stores next year to divert resources to online, retailers seems to be scrambling to find ways to stay relevant. Read more »
Judith Aquino | August 11, 2016
A few weeks ago I received a box full of clothes even though I hadn't purchased them. This wasn't a fortuitous accident (although that would have been great). The clothes were sent by the company Stitch Fix. How it works is shoppers create a profile about their clothing size and style preferences and a stylist with the aid of algorithms selects merchandise that may appeal to each customer. Customers only pay for the items that they decide to keep and Read more »
Tom Hoffman | August 9, 2016
When company executives explore mergers and acquisitions (M&A), they typically focus their due diligence on key areas such as the strategic fit between the two companies, whether margins for the target company are growing or shrinking, liabilities held by the target company, whether there's an overlap between the respective customer bases, if there are any hidden dangers lurking with systems integration, etc. Ultimately, the goal of such deals is to increase shareholder value. Going forward, leaders from acquisition-minded companies may Read more »
Mila D'Antonio | August 8, 2016
The opening Olympic ceremonies in Rio de Janeiro got off to a disappointing start. According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. The opening ceremonies this year drew 25.5 million viewers. However, a closer look at the overall viewership across devices and screens reveals what might wrap up as digital media's gold metal moment. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent Read more »
Judith Aquino | August 4, 2016
Customer relationship management or CRM has come a long way. Over several decades, CRM systems have evolved from a variety of business programs into software that many businesses rely on today. And the market continues to grow. Forrester Research estimates that the CRM market will reach $33 billion by 2017, up from $24 billion in 2015. Read more »
Tom Hoffman | August 2, 2016
There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty. Yet it's an area where companies are often least adept and don't Read more »

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