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Seamless Customer Experience: this is retail’s digital future

The digital world has disrupted our marketing worlds and changed the way business communicates with people. Social media has opened the door to two-way conversations with data giving us a better understanding of our market and mobile making our message
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Boomer purchases and Gen Y coolness – Get Boomers to spend by impressing their kids

I was recently in a conversation with a dealer principle in a motor dealership.  He recounted how many of his sales people have a two stage process to the purchase of a car by a Baby Boomer. The Boomer comes

Designing a SMART Customer Experience

The digital world has disrupted our marketing worlds and changed the way business communicates with its customer. Social media has opened the door to two-way conversations, data gives us a better understanding of our market and mobile makes our message

The madness of ‘EMEA’

I am sitting at a conference waiting for my turn to speak. Right now, there is a financial review of the year – by a fairly engaging CFO, as it happens. But one set of charts has reiterated something I
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Really Beautiful Advertising

What I love about ‘new advertising’ is that it is so much more thought-provoking than advertising, sales and latterly marketing, has been in the past. In the the very early days of mass advertising companies focused on the sale of
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What Happens When The Plan Cannot Be Implemented?

Retail is a cut-throat, competitive and unpredictable environment, but it really isn’t any different to all business because generally the rules for success are changing in all industries and markets around the world. I am just using retail as an
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‘Just Do It’, how cruelly ironic in retrospect!

I have been battling to get my head around the Oscar Pistorius case. I did not know how much I valued him as a South African inspiration story until just over ten days ago when that was somewhat thrown into
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'Just Do It', how cruelly ironic in retrospect!

I have been battling to get my head around the Oscar Pistorius case. I did not know how much I valued him as a South African inspiration story until just over ten days ago when that was somewhat thrown into
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What Impact Will Mobile Marketing And On-Line Shopping Have On Stores?

At TomorrowToday whatever we talk about is done so within the context of how the world is changing. There has been much written about this within the TomorrowToday stable.  About how technology, institutional change, demographic change, the economy and social

Tomorrow’s Retail – using data to help customers (not scare them)

Our UK Strategic Insights team has recently released a report on “Tomorrow’s Retail” – and it’s now available for you to download. It’s filled with fantastic insights – like this one… What if a retailer could anticipate what a customer

Tomorrow's Retail – using data to help customers (not scare them)

Our UK Strategic Insights team has recently released a report on “Tomorrow’s Retail” – and it’s now available for you to download. It’s filled with fantastic insights – like this one… What if a retailer could anticipate what a customer

The Kids Aren’t Playing Around Anymore

For a few years now, our researchers at TomorrowToday have been predicting what Generation Y might do when they grow up. This generation was first dubbed “The Millennials” by Neil Howe and William Strauss (see this book, for example), and

The Kids Aren't Playing Around Anymore

For a few years now, our researchers at TomorrowToday have been predicting what Generation Y might do when they grow up. This generation was first dubbed “The Millennials” by Neil Howe and William Strauss (see this book, for example), and

When advertising gets personal (and conversational and fun)… it can be brilliant

Updated on 25 April 2012. South Africa has a long history of clever TV advertising, with some outstanding brands and campaigns. Probably the stand out brand, though, is Nando’s, the chicken restaurant, who have a reputation for pushing the boundaries
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Why your marketing team needs smaller databases

Marketers are always needing to prove the value of the work they do which is a tough challenge because value can be measured in many ways in the marketing world. The increase of brand awareness impacts the number of people
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What Having A Social Conscience Can Do For Your Brand

In January 2012 Wimpy decided to try a completely new type of advertising. They launched what they called their ‘Braille Burgers’ public relations campaign. What the campaign did was set out to write, in seseme seeds on the top of a
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Should Loyalty be Rewarded?

I wonder how many of you reading this blog have received benefits for your loyalty to a company or service? There are many loyalty programmes around today, some good and others pretty average. To me it seems such an easy
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Mind your Manners, Mind your Business

My son moved over to the USA this year and obviously embraced the norms and celebrated the new holidays with enthusiasm, Halloween and Thanksgiving being the most recent. I suppose like all holidays they can mean different things to different
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Using Social Media To Market Your Brand: The Ups and Downs

The Twittersphere is a buzz with comments on the tweets put out my @DurexSA last week, which at best were lame and thoughtless and at worst were incredibly insulting to both men and women; and all this on the eve

The Decoding of Contact Pages

You can’t call it a contact page if it’s not – what do I mean by this? So many businesses have an amazing website, which is appealing to the eye, interactive and easy to navigate, yet their contact us page

So what business benefit does Twitter offer its users?

Twit! A few years ago this word would have described someone slightly lower on the food chain who annoys us. Today it has evolved into a term of endearment for those people using Twitter to communicate. Yes, it’s true. These

The need for Social Reinvention

When you drop a mentos mint into a bottle of Diet Coke the rough edges of the Mentos are filled with Diet Coke and a chemical reaction takes place producing CO2 . The CO2 causes the Diet Coke to fizz
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Customer Service is Perception

Delivering a consistently good service shouldn’t be difficult after all it’s not rocket science. Yet one of the most common things I hear amongst peers and colleagues is just the opposite. Just yesterday a Masters student took her research to

Keeping the sense of wonder in your work

I’ve had a busy and long week, speaking at five different conferences, in five different cities in five different countries. Each client needed me to customise my content, and so it’s been a blur of planes, airports, taxis, hotels, creating
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How Beer Can Offer Insights into Gender Difference

I read a few months ago I came across a YouTube advert from Carlsberg Copenhagen which portrays their latest beer offering to the market – especially the female market, a beer called ‘Copenhagen’. With the number of women who drink
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TomorrowToday has an Infographic

I’m not sure there can be anyone left on the planet who hasn’t been exposed to an infographic? Wikipedia describes them as: Information graphics or infographics are graphic visual representations of information, data or knowledge. These graphics present complex information

Seth Godin on the free-gap

In his daily blog entry today, Seth Godin provides an amazingly insightful analysis of what he calls the “free-gap”. Many of us who produce intellectual capital for a living (authors, speakers, consultants, but also musicians, artists and the like) battle

Latest media – future trends, the Enneagram and a profile

Over the past few weeks, Dr Graeme Codrington has been featured in a number of media interviews and profiles. Here is a selection: “I’ve Got Your Number” – The Enneagram for Sales People, cover story in ThinkSales magazine, March-April 2011

How expensive should Kindle books be?

A simple question today: how expensive should an electronic book be? I don’t mean books written for the e-book format; I am thinking of electronic versions of books originally published in either soft or hardcover. Should the electronic books be
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One last word on Hyundai

For those of you who read my Blog post at www.tomorrowtoday.co.za written on the 22 April on customer service, which referred specifically to my experience buying an ix35 from Hyundai, I thought I would provide you with an update three
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What’s happened to customer service and what is a good customer experience

Last Friday I became the proud owner of a Hyundai ix35, which was very exciting; and I am absolutely LOVING the car. I therefore cannot fault Hyundai on their product and I want to make it abundantly clear that my
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What's happened to customer service and what is a good customer experience

Last Friday I became the proud owner of a Hyundai ix35, which was very exciting; and I am absolutely LOVING the car. I therefore cannot fault Hyundai on their product and I want to make it abundantly clear that my
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A David v Goliath lesson from The Cloud (@BantamLive and @ConstantContact)

My colleague, Graeme Codrington, beat me to the punch with his post last week (Incomprehensible business decisions that alienate customers) about Constant Contact and their decision to put Bantam Live on ice for a period of time (a long period of time) while

To infinity and beyond

Having recently watched Toy Story 3, I really enjoyed this article which provides some insights into how Pixar used social media to target a new market group, with an end result of Toy Story 3 being the most financially successful
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Online Sales Leads: Best be Quick!

In a recent HBR there was an interesting article titled ‘The Short Life of Online Sales’ by authors Oldroyd, McElheran and Elkington in which they research online sales effectiveness. Their findings? Most companies are simply not quick enough. Increasingly various
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Where is the line between media and reality?

I read an article this week, ‘At 50, Ken is Sexy Again‘, from Time. It reminded me of my fascination with Barbie since I was at university doing gender studies. As a child I wanted a Barbie and thought of

Volkswagen adverts connect with Generational Family Values

It’s Superbowl time on Sunday, and that means another raft of pretty awesome adverts is being released. Volkswagen got the jump on things today with their offering – “The Power of the Force meets the Passat”. It’s an awesome ad

Great customer service will help you avoid this social media disaster

Dave Carroll wrote the infamous ‘united breaks guitars’ YouTube hit. The video received several million views and started a huge uproar against the customer service at United Airlines. This video single handedly created one of the online world’s biggest customer
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How social media sold me a seafood platter

Last week we looked into the importance of using clear communication when selling through social media channels. Today I wanted to share an experience that ended very well for me (the buyer) and the seller. I am busy doing some
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Social Media in Sales

Social technologies like twitter, foursquare, MXit, facebook and BBM represent the communication shift from physical to digital. Although this is becoming a well known fact most people are unsure where they stand and how this communication will affect their business.

Researching the Millennial Mind with @carol_phillips

Carol Phillips is someone I follow on Twitter. If you’re looking for insights and great thoughts around Marketing and Generational Theory, then she’s definitely worth following. This week she uploaded a presentation onto Slide Share titled, ‘Researching the Millennial Mind‘.

The ‘Next-Future’ is the Smart-Phone

Through TomorrowToday, there are two presentations I do that speak to the future of Mobile Phones, Aftershock and Beyond the Hype. In both of them I’m fairly clear in my own mind on one trend around Mobile Phones – that

The 'Next-Future' is the Smart-Phone

Through TomorrowToday, there are two presentations I do that speak to the future of Mobile Phones, Aftershock and Beyond the Hype. In both of them I’m fairly clear in my own mind on one trend around Mobile Phones – that

Is your company website your best business to business marketing tool?

Business to Business need lead generation focused websites Business leaders, in a recent study, cited company websites as the main source of information when looking at a business to business purchase. Company websites were used more than trade magazines, search
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Standard Bank ends Cricket and Soccer Sponsorship

A big day in South African sporting history. Standard Bank is ending their sponsorship of Cricket South Africa, Kaizer Chiefs and Orlando Pirate. Huge opportunity for others, but a day in which I’m sure, many will be very sad. From

Tracking Your Brand on TV and the Radio with text

With so much TV and radio out there, I’ve always imagined tracking what is said about your brand must be an expensive task. Unless you have voice recognition software monitoring every channel, the only other way to get real time

South African Linkedin Research Report

Linkedin is a great network to take part in. It aids business relationship building, employee recruitment, and idea sharing. I have found that being a part of this network has opened up opportunities to profile myself in a professional manner

What the Chilean miners’ rescue tells us about online media consumption

Wednesday October 13th, most of the world were watching with baited breath as the rescue mission started for thirty three Chilean miners trapped about 700 meters below the ground. All thirty three men are doing well and it seems that

Calling out to those connecting to – and connected to – call centres

“Call centres are the electronic assembly lines of the new economy” – Phil Jennings, Union Network International The last few months have been a busy and exciting time for Tomorrow Training. We have been up to a lot of good

The biggest technology revolution of the next five years

The most significant technology that will emerge in the next five years is… ? I wonder what you think it will be. There are many contenders: advanced alternative energy creation and uses, genetics, personalised medication, nanotechnology, even space travel with

A marketing lagniappe – can little things make the biggest difference?

I just came across a really excellent website called Marketing Lagniappe i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure. The

Google Instant: The Future of Search?

Last week I wrote a post posing the question “Is Google becoming a former supermodel“. Here is an excerpt from that post “In the rapidly changing world of the Internet, Google has become one of its superstars…Growth though is slowing

Is Google becoming a former supermodel?

In the rapidly changing world of the Internet, Google has become one of its superstars. Within little more than a decade Google has risen to be a giant in the industry with almost 20,000 employees, revenue of $23.6 billion and

Precious – a bicycle that Tweets!

Have you ever heard about Tweetjects? – objects that Tweet, It’s a term coined by Dr Andy Stanford-Clark, IBM’s Master Inventor (that has to be the coolest title out there!) and he is on a quest to enable objects to

Quotes from the digital edge

I have been doing some work preparing for a workshop session with an advertising agency. They want me to help them think through the implications of social media for their agency. We’re using our framework, “Beyond the Hype” as a

Simba’s inclusive social media taste strategy – clever

Social media is a very new platform to play on, no matter what country you find yourself in. Certainly some have played harder, risked more and invested more money, but I’m not certain there are very many who can claim

Simba's inclusive social media taste strategy – clever

Social media is a very new platform to play on, no matter what country you find yourself in. Certainly some have played harder, risked more and invested more money, but I’m not certain there are very many who can claim

Can your company deal with your self-promotion

A while back I wrote an article about Tweeting yourself out of a job. The point I was making was simply that business is going to have to get it’s head around the growing trend of self-promotion amongst their employees. Social

I’d like to Flattr you by paying for your content

Last week I posted an article around the much needed innovation and creative thinking in the pay-for-content space. One of the new additions in this space that I profiled was Flattr. Care of Wikipedia: Flattr is a project started by

I'd like to Flattr you by paying for your content

Last week I posted an article around the much needed innovation and creative thinking in the pay-for-content space. One of the new additions in this space that I profiled was Flattr. Care of Wikipedia: Flattr is a project started by
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Three simple information technology tools that you can use to dramatically enhance your business

Technology advances have dominated the world of work for almost the entire lifetime of anyone reading this article.  Yet, until recently, communication technology has failed to deliver on the promises that were made.  Computers were meant to connect us, to

An Assassin, A Fishing Hook, The Power of Tribes and Two World Cups

The Assassin The sun rose quietly over Dawn Park, a suburb on the outskirts of Johannesburg, South Africa. It was Easter weekend so most people were away on holiday. In many ways it was the perfect African morning. A refreshing

Digital spectators, fans and customers

Recently, I was chatting to an author who taught me a neat trick about getting your book to be listed as an “Amazon bestseller”. It’s not about writing a good book, it’s all about manipulating the system (you get all

Top tips for Generation Y online customer experiences

I’ve been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I’m going to

An online store that sells one different thing each day – Now that’s Woot!

Woot! – I came accross them by accident. Clicked on a video link, not knowing what I was in for, and ta da – Woot.com They sell one thing each day. And each day it’s a different thing. Once they

An online store that sells one different thing each day – Now that's Woot!

Woot! – I came accross them by accident. Clicked on a video link, not knowing what I was in for, and ta da – Woot.com They sell one thing each day. And each day it’s a different thing. Once they

Top Tips for Generation X online customer experience

I’ve been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I’m going to

Reaching the Tipping Point in the shift from books to e-readers

Malcolm Gladwell’s book, The  Tipping Point, explores the idea that products, ideas, values, etc can be tipped, or do tip when certain criteria are ‘activated’. Wikipedia describes a Tipping Point (sociologically) as: In sociology, a tipping point or angle of repose is the event of a

McKinsey report on Africa – and it's good news!

Global consulting company, McKinsey, have just released a report entitled, “Lions on the move: The progress and potential of African economies” (June 2010). It was part of a larger “package” of reports on Africa (click here to view them all).

McKinsey report on Africa – and it’s good news!

Global consulting company, McKinsey, have just released a report entitled, “Lions on the move: The progress and potential of African economies” (June 2010). It was part of a larger “package” of reports on Africa (click here to view them all).

So close yet no cigar!

I recently moved house and needed to have my mail redirected. The Royal Mail has an awesome service that automatically redirects your mail to a new location for just a small fee. It’s great as it means no worrying about

Delivering Happiness delivers new insights into customer experience

Last week I was invited to speak at the Amdocs InTouch conference in Budapest, it was my first trip to Hungry and I’m hoping to visit again soon as it is a truly fantastic city. Whilst there I was able

Where do you find your music? There’s a game for that!

We all know that the music industry is in huge trouble. Their fight against the music “pirates” is only going to end in tears – they need to work on new strategies. Luckily, some of the players in the industry

Where do you find your music? There's a game for that!

We all know that the music industry is in huge trouble. Their fight against the music “pirates” is only going to end in tears – they need to work on new strategies. Luckily, some of the players in the industry

Will we ever pay for content again?

Anyone following the conversation around ‘pay for content’ understands it’s murky ground. It’s the Holy Grail of anyone with content to offer in a world in which it seems that free is the trend and the world as we know

How various industries are using Twitter

Mashable, the social media guide website 10 Ways Universities Are Engaging Alumni Using Social Media Click the title above to access the full story and all the details. The author suggests the following ten uses of social media uses to

They know where you’re going, and will reward you for where you’ve been

Those of you old enough may recognise my borrowing of a Talking Heads song for the subject line of this post : ) Of course I’m talking about location-based social networking platforms. The likes of FourSquare, Gowala, Loopt, etc. It’s not the first, or

They know where you're going, and will reward you for where you've been

Those of you old enough may recognise my borrowing of a Talking Heads song for the subject line of this post : ) Of course I’m talking about location-based social networking platforms. The likes of FourSquare, Gowala, Loopt, etc. It’s not the first, or

Words of wisdom from Peter Drucker

Mr. Drucker’s greatest impact came from his writing. His more than 30 books, have sold tens of millions of copies in more than 30 languages, came on top of thousands of articles, including a monthly column in The Wall Street

Best blog posts of the last month

It’s been a long time since I have done a “best of” list, and today I plan to do two. The first is the best blog entries of the last month. It’s a been a good month for this blog,
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The day Apple became more valuable than Microsoft

At the close of market yesterday Apple became bigger, by market cap, than Microsoft. This is huge and reflects the market’s belief that although Apple isn’t as big as Microsoft, (and probably never will be), nor does Apple make or
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Delivering Happiness… a path to profits, passion and purpose

I’m very excited! I’ve just received two advanced copies of Tony Hsieh’s (CEO of Zappos) new book called Delivering Happiness. And best news of all I’m giving away a free copy to a member of our blog community. All you

Selling Solutions

The world has supposedly only just come out of a recession so our real work is just beginning. The South African economy certainly did not fair as badly as the European and American ones, but we have definitely seen a

The 2nd and 3rd billion consumers

There are roughly one billion consumers in the world. That’s one billion people who have some money left over at the end of the month for discretionary spending. They can afford (or have access to finance for) motor vehicles and
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@HeathrowAirport – a great case study for customer connectivity

Not many companies get how to use Twitter. @heathrowairport does! Bottom line Twitter and all other social media platforms are about building relationships with customers and entering into a dialogue. Check out @heathrowairport on Twitter. What impresses me about what

To be square or to be Foursquare that is the question.

One of the more intriguing social media platforms and new loyalty programme shaping paradigms is Foursquare. The concept is simple: Download the Foursquare app to any smart phone and “check in” to let friends know where you are. By combining

Partnering with customers

Partnering with customers is a trend that I’m a huge advocate of. The new world of work demands that companies actively engage with and enter into mutually beneficial relationships with customers. Companies that create and encourage channels allowing customers and

PodCast Update – Millennial Marketing

We’ve just added a new PodCast to the TomorrowToday feed. Saffron Baggally of TomorrowTraining (the TomorrowToday Training Division) takes a practical look at Millennial Marketing, and offers some practical ideas for Baby Boomers to think about, as they develop strategies to engage

Reinventing customer service

The Great Recession has had a lasting impact on consumer behaviour and attitudes. Citi announced that 75% of people researched in a recent survey believe their attitudes towards savings and loans have changed forever. Combine this with social media providing

Reselling retailing into millennial marketing

If you have followed TomorrowToday’s e-zines, Blogs, Tweets, website and Facebook page, or have attended TomorrowToday’s ‘Mind the Gap’ presentation, you will have been exposed to ‘the generation gap.’ This generally effects our behaviour towards one another, the way we
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Forget creating customer loyalty and focus on building friendships with customers

I’m not talking about the glib friendships companies try to encourage by inviting their customers to be friends or fans on Facebook, but rather intimate and deep relationships that come from having a vested interest in the people that make

Why Gen Y isn’t buying from you

I was recently sent this extract from an article entitled: “Why Generation Y isn’t buying your products”. I think it was originally published in the “Retail Customer Experience” magazine. It is a reasonably good insights into how we need to
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When social media grows up… it will change everything

Download a copy of this article in PDF format – right click here. The contents of this article can be presented as a keynote or a workshop for your team – we call that “Beyond the Hype“. Contact our UK

Connect with customers like you do friends

In my most resent article Onions or Parfait I put forward the proposition that companies should use new social media innovations to build relationships with customers akin to those of friendships. I strongly believe that customers want to engage in

Gen Y in Japan not consumerising

Interesting article from CNN Go Asia on 8 Feb 2010 about Japanese Gen Y simply not buying. How times have changed. Japan’s Generation Y have become famous for hating to buy anything. They were first reluctant to buy cars. And now we

Just because you can, doesn’t mean you should

My colleague in the UK, Graeme Codrington, posted “3-d TV is here” a week or so back. It’s a short post about Sky News launching 3D TV.  When Graeme writes he’s normally very definite in his opinion, and he’s not

Just because you can, doesn't mean you should

My colleague in the UK, Graeme Codrington, posted “3-d TV is here” a week or so back. It’s a short post about Sky News launching 3D TV.  When Graeme writes he’s normally very definite in his opinion, and he’s not

Marketing and product development for Boomers

Appliance makers GE and Whirlpool have been quick to recognised to economic power of the silver tsunami (or baby boomers over the age of 50!) and are making great strides in product development. The Wall Street Journal in it’s article

A breakup, bowiechick, webcams and Logitech’s increased sales

I am currently at the F-Secure partners conference in Vienna, Austria, and have been listening to Richard Gatarski speak about a passion for social media. One incredible story illustrates the power that new social media forms have to influence brands,

Rethinking Marketing and the age of consumer capitalism

In this months Harvard Business Review, Roger Martin writes that “modern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that firms ought to have

Building values into business

Customers have changed, it’s not just the recession and current market turmoil, there has been a values shift in societies attitudes towards business, finance and consumerism. Our research undertaken in TomorrowToday’s laboratory is revealing that values-focused businesses are the way

Hollywood, explain this… (Avatar breaks two very different records)

In almost every country it is being shown, James Cameron’s latest movie, Avatar is breaking box office records. It has already made over $ 1 billion, and is well on its way to being the best selling movie of all

A looming retirement crisis for Boomers (with lots of opportunities)

We have argued many times on this blog that the Baby Boomers are going to redefine retirement (for example, here, here and here). In fact, we even thought we were very clever using the phrase “retyrement” to describe what we

Tesco, a talented company

I’m always on the lookout for talented companies and I think I found one on my doorstep. The company’s name is Tesco and earlier this week I gave our Mind the Gap presentation at their marketing team away day. I’m

In a Web 2.0 world, business has it’s head buried firmly in the sand

I’m curious. Curious about business’ lack of engagement with Twitter  / FaceBook / Tumblr / Google and everything else Web 2.0. I would have thought that any communication channel getting the sort of traction, focus, attention and subscription that these

In a Web 2.0 world, business has it's head buried firmly in the sand

I’m curious. Curious about business’ lack of engagement with Twitter  / FaceBook / Tumblr / Google and everything else Web 2.0. I would have thought that any communication channel getting the sort of traction, focus, attention and subscription that these
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S+B’s Best Business Books of 2009

Booz & Co’s Strategy + Business ezine is one of my favourites, and one I always make time to read. Last week’s edition looked at the best business books of 2009, selected by their top team, and helpfully categorised. If
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S+B's Best Business Books of 2009

Booz & Co’s Strategy + Business ezine is one of my favourites, and one I always make time to read. Last week’s edition looked at the best business books of 2009, selected by their top team, and helpfully categorised. If
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TIDES of Change: the five trends disrupting business in the next 5 years

Updated in May 2010 Download a copy of this article in PDF format – right click here. The contents of this article can be presented as a keynote or a workshop for your team. Contact our UK or South African

Vacation 2023 – I don't want to go

I just read a fairly depressing forecast (from FastCompany) for the future of vacations. Specifically the year 2023. It’s based on the fuller article from ‘Forum for the Future‘ where they’ve developed four scenarios for 2023 in the tourism world

Vacation 2023 – I don’t want to go

I just read a fairly depressing forecast (from FastCompany) for the future of vacations. Specifically the year 2023. It’s based on the fuller article from ‘Forum for the Future‘ where they’ve developed four scenarios for 2023 in the tourism world

Surprise! Creating experiences for your customers

For many years now, we’ve been telling our clients that one of the keys to connecting with younger customers (Generations X and Y) is to add an experience to your offering. No longer are the traditional “Ps” of marketing (product,

Big news in Outer space and Cyber Space

Over the past two months there have been a number of huge developments in both outer space and cyberspace. Developments which could change the world we live in forever. Outer space first… On the 24th September it was officially announced

The emergence of Neuromarketing

Traditional market research has it’s limitations when one considers the influence of the ‘observer’ on the ‘observed’ when attempting to understand people’s true thoughts and feelings on the product/brand/service being researched. If we could just get into their heads to

Oprah and Supply Chains

We all know about Oprah’s ability to significantly impact sales. In both directions. She loves it, we love it and we buy it. She hates it, we hate it and don’t ever buy it. It’s one of the reason’s, I

Mom’s are big

Every now and then I discover thoughts from marketing experts exploring the value of women between 35-55 and in this example mom’s. Their research and observations remind the marketplace of the value of the people who match the criteria of

Mom's are big

Every now and then I discover thoughts from marketing experts exploring the value of women between 35-55 and in this example mom’s. Their research and observations remind the marketplace of the value of the people who match the criteria of

TomorrowToday is getting a Billboard

TomorrowToday South Africa is getting a Billboard for 2 weeks in September. We did an exchange with INM Outdoor earlier this year. We did some work for them, and they’re doing some work for us. So a swap of sorts.

What Microsoft’s “racism” teaches us about ourselves

The ether is alive with enraged twits, tweeting and blogging on about Microsoft’s racist blunder. If you’ve not heard the buzz, it has to do with MS photoshopping an advert as it transported it from the US (where it features

The world is changing cell phones

Once upon a time cell phones changed the world. They arrived when we didn’t expect them, and allowed us to do things we never imagined possible. We can quite safely say that our world today (where cell phones have had

Seeing the world through your customer’s eyes – your key to growing your business

I regularly write articles for magazines and journals. Some of these really strike a chord, and just “work”. Here is a recent article that has been getting a lot of comment, and has been helpful to business leaders trying to
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Secrets of success in The Emotion Economy

The industrial economy was based on ‘make and sell.’ Take, for instance, the massive production of Henry Ford’s cars and his dictum, ‘you can have any colour you like as long as you like black.’ But, back in Henry Ford’s
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Don’t mess with your customers

My good mate, Steve Simpson, creator of UGRs (unwritten ground rules – still one of the cleverest management tools I’ve ever seen!), just posted this story on his blog. The new world of work is going to filled with this

The author as performer

The FT (Financial Times) had a great piece recently on how authors are now using the art of dramatic storytelling to enhance the value they add when doing live presentations based on their books. Specifically focusing on Malcolm Gladwell (who
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Zappos hits $1 billion sales

A few weeks ago I wrote a post about Zappos, the online shoe and accessories company. They are a “new world” company that interests me immensely. The company just hit a major milestone 10 years in business and $1billion in

The Myth of the Rational Buyer

What if what we understood about marketing wasn’t true? This is how the article from Fast Company, The Myth of the Rational Buyer: How too much thinking can hurt your brand, begins. The author Mark Dziersk suggests that companies spend
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Brrr is kewl in South Africa

Thanks to my friend Bev from SimonSays Communications for this link. The Sunday Times announced it’s ‘Times Generation Next’ cool brands survey results on 28 May 2009. 5000 tweens, teens and young adults between the ages of 8-22 were polled

Millenials reversing the trend

It’s always difficult convincing an adult audience, that from a Generational perspective, the so-called ‘Millennials’ (Gen Y, Echo Boomers) are going to be more civic minded, more conservative (whilst being more aware), and focus on rebuilding the planet (amongst other
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ZAPPOS – delivering the WOW factor through service

Tony Hsieh, the 35 year old boss of Zappos.com, an online shoe retailer, has an ambitious goal. He aims to offer world beating customer service, no matter what industry Zappos expands into, be it shoes, hotels or airlines. So far
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Can advertising be too effective?

Here is a great marketing case study. Swedish Airport Coaches conducted a study and determined that a bus trip save the equivalent of 50 car trips. They built an outdoor advertising display comprising of a bus built out of 50
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Everybody’s singing this song

Candle – earth hour Great TV ad for Earth Hour. Gets everything right from a Gen X and Gen Y perspective… connects with their values, entertains and keeps them intrigued…(which is important because as adverts go it is long…a 90

Leo Burnett’s take on trends in 2009

Leo Burnett is the world’s 9th largest ad agency. They have produced two resources looking at trends they expect to see in 2009. The first is a YouTube video that is a bit flashy (I mean literally flash-y) and focuses

Leo Burnett's take on trends in 2009

Leo Burnett is the world’s 9th largest ad agency. They have produced two resources looking at trends they expect to see in 2009. The first is a YouTube video that is a bit flashy (I mean literally flash-y) and focuses

A Lesson in managing (potentially) irate customers

Last Tuesday was my busiest so far this year. Departing home by taxi just after 4am, I took the 5.27am train from Paddington to Taunton, arriving by 9am to set up for an opening keynote. After lunch, I was back

A question of Trust: Most Trusted Brands – really?

Honesty, integrity, trust, respect and probably customer service. Ask any corporate company what their “company values” are and you’ll almost certainly get this list (assuming the person you ask even knows). It’s so generic as to be useless, and certainly
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Catching Gen Y with pizza delivery

I’ve been reading a lot of commentary recently about how differently companies need to be targeting Gen Y (people born in the UK after 1988), both as an employee and consumer. The Harvard Business Review has great commentary on the
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Put that in your iPod and er, listen to it

Here’s an interesting battle going on in the music industry, with Apple ‘threatening’ to close doors to iTunes, the dominant force in sales of digital music. (BBC has the full story) If word gets out that music publishers are trying

To be boring or to be entertaining?

Most conference exhibitors have a stand with panelling depicting the corporate logo, a few pretty pictures, TV screen and giveaways…pens, stress balls, playing cards etc… the problem is that all the corporate exhibitors do the same thing! Unless a customer

The Future of Publishing’s History

I am not the greatest fan of the publishing industry. The first paperback book, a massive innovation in the industry, was published this week in 1935, and sometimes it seems that was the last innovation the industry has seen. As

The Future of Publishing's History

I am not the greatest fan of the publishing industry. The first paperback book, a massive innovation in the industry, was published this week in 1935, and sometimes it seems that was the last innovation the industry has seen. As

Marketing with a WOW factor

Radiohead have used some fantastic new technology to record their latest single. Creativity-online.com says this about the new video “Radiohead’s latest video, for the track “House of Cards” from the In Rainbows album, uses real time 3D recording instead of

Good with Money

Our global research has long been indicating that companies who concentrate more on who they are and less on what they sell will gain the competitive edge over their competitors. The “who you are” is defined by the values a

A lesson from politics…

Politics in America is hotting up and I’ve been curious to note that with all their charisma and pedigree the Clintons have started falling behind and even though Hillary did rally in New Hampshire primary they still trail Obama. Now
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Boomers Turning 60 – coming into their branding prime

Boomers are variously defined as those people born from the mid 1940s to the mid 1960s around the world. Most researchers use the end of the Second World War as a reference point, which means that as of 2006, this

The Airbus A380 is delivered – but will it deliver?

The long awaited monster passenger plane, the Airbus A380, is now ready for delivery. In fact, Air Singapore today took delivery of their first plane with much pomp and ceremony. Read about it here at the international airlines news, and
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Generation Y: Its life, Jim, but not as we know it

First Published in Marketing Mix Magazine (2001) STRAP: The age of the customer I dont remember Apartheid, but I know all about AIDS. I dont care who won the Cold War or wonder who shot JFK, but I know the

CO2 Neutral products are becoming “fashionable” but are new product launches enough to target the “ethical consumer”?

ibuyeco, a new eco-friendly car insurance scheme that offsets 100% of customers’ CO2 emissions for the duration of their policy, was launched in the UK at the end of April 2007. The company has just started a strong above the

CO2 Neutral products are becoming "fashionable" but are new product launches enough to target the "ethical consumer"?

ibuyeco, a new eco-friendly car insurance scheme that offsets 100% of customers’ CO2 emissions for the duration of their policy, was launched in the UK at the end of April 2007. The company has just started a strong above the

What’s Your First Impression

You only get one chance to make a first impression. The old cliche could not be more true, or more important, in a world where we compete constantly for customer’s attention and connection. Dr Graeme Codrington looks at some first
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Sprint-Nextel fires 1,000 clients

I heard on the news today that Sprint-Nextel, America’s third largest mobile phone service provider this week terminated the accounts of its 1,000 most annoying customers. It said in the notification to these clients that they were being terminated because
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Tesco trains their staff in generational talk

Older supermarket workers, at Britain’s Tesco, are being given a guide to youth slang to help them understand younger colleagues and customers, in the form of a pamphlet handed out to staff. The pamphlet is being tried out in some
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In flight education – consumer value shifts

A nice innovation is being experimented with by Air France, JAL, Singapore and Virgin airlines. They will now be offering in-flight language tutorials on selected routes, helping passengers to learn a few key words and phrases of the language of

Get your daily Joost

Joost is the new internet TV concept being developed by highly successful entrepreneurs Niklas Zennström and Janus Friis, the founders of Skype which they sold to ebay for $2.6 billion cash! Joost pronounced ‘juiced’ is an interactive software for distributing

Cheeky companies with happy customers and even happier bottomlines!

Every business has customers who are convinced they can design a new product that is better than the product they are being sold. So the question is why not let them? Crowdsourcing is a new and innovative research methodology that

The Luxury Touch

In Strategy+Business, recently, there was a great article on “The Luxury Touch” by by Robert Reppa and Evan Hirsh. They suggest four things that luxury brands have to consistently get right in order to differentiate themselves from the also rans:
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What’s changed in advertising – Shelly Lazarus speaks

As the most powerful woman in advertising, and one of the most powerful business women in the world, Shelly Lazarus, CEO of Ogilvy & Mather, is someone to listen to. Recently, in a variety of different interviews, she reflected on

They just don’t get it

I’ve just read an article on Moneyweb titled ‘MySpace, ByeSpace?’ (http://www.moneyweb.co.za/shares/international_news/329842.htm). It refers to loyal users of social-networking sites renouncing the sites and deleting their pages – ‘not in spite of their popularity, but because of it’. They are being
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Business 2.0 Gets It

Business 2.0 recently released its list of 50 People Who Matter NOW, and 10 People Who Don’t just to compliment it. No huge surprises on the Top 50 Who Matter list, if you understand that the role of the consumer
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Book Summary: The Discipline of Market Leaders: Choose Your Customers Narrow Your Focus, Dominate Your Market

I found this in my archives. A great book, and important info for any business. The Discipline of Market Leaders: Choose Your Customers Narrow Your Focus, Dominate Your Market by Michael Treacy and Fred WiersemaAddison-Wesley, Reading, Massachusetts, 1997 edition Buy

Grapevine marketing

We’ve all heard of viral marketing, product placements in movies and TV, and know the power of word of mouth. But now Proctor & Gamble (P&G) have taken this a step further. They’ve started paying hundreds of thousands of moms
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Where to now?

I’ve always said that the people who sell bottled water, especially in countries that have perfectly good water in their taps, are genius. They’ve taken what is essentially a very cheap commodity and applied sufficient marketing spin in orer to

No Name Brand

The “No Name” brand is instantly recognisable by any South African. Its a brain child of Pick n Pay (SA’s equivalent of Tesco’s, Safeways, etc). The concept was to provide quality products, from a trusted source, without having to pay

Staying alive through Marketing

There’s a well used analogy around the buggy-whip and the introduction of the motor-car. It didn’t matter how good your whip was. Didn’t matter how cheap. Didn’t matter how well you could make them. No market = no sales. There

Tracking the World Wide Buzz

Marketing, media and consumer behaviour redefined Standard Bank recently had a few marketing and banking tongues wagging after forking out millions to change their well known and fairly acceptable ‘simpler. better. faster.’ pay-off line to the abstract, Triple-B: ‘inspired. motivated.
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The Connection Economy and the Death of Advertising

Regular readers of this blog will know we try and track uses of the term, “Connection Economy”. For us, its a key term that describes the emerging reality of the 21st century. Its a world in which WHAT you sell

Chuck, The Hoff and Isuzu

I am pretty jaded about advertising. Only the surprising and clever (and possibly the downright wierd) adverts even et my attention. And very few of them even entice me to part with my cash. So, maybe I’m not the best
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KFC gets it!

I was fascinated yesterday while reading through my local Caxton newspaper to see a brochure from KFC (Kentucky Fried Chicken) on their latest offering….oven grilled chicken. WOW!!! In a world marinated (literally) in junk foods, fast foods, flavourants and the

Ads on roof tops

Would you invest money in Colin Fitz-Gerald…. “I’m currently launching RoofShout.com with no money, no real experience running a business on the internet, and no real solid business plan,” Fitz-Gerald said. “But I figure there’s a lot of blank roofs
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Ten practical marketing trends for 2006

The Wise Marketer today, gives a summary of Foxhound‘s top ten marketing trends for the year ahead. Read it here. Its a short read that will get you thinking, and prove again that the focus is moving to connections, rather

Social Software and Citizen Marketing

PVR was recently introduced into South Africa for the first time. MyPVR.co.za is a website built by an individual (Jason), completely dedicated to glorifying DStv’s new product. According to Jason, he does not get paid for the site or for
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Black Marketing

Not like the name suggests, this is a strand of marketing that is being borne out of how the Smoking Co’s have been cornered by global health legislation (and soon too the breweries!). Now that they’re no longer able to

An idea: Free airlines

I have been on too many planes in the last 7 days. Probably a total of 40 hours actually sitting in the plane, let alone the airports and taxis. While doing so, I was reading an article about how TiVo

Researching Youth

In doing research for a feature article on “Cool Hunters”, I cam across a white paper on “Understanding Youth:. What Works and Doesn’t Work When Researching and Marketing to Young Audiences”, by By John Geraci, Peter Silsbee, Sarah Fauth, and

Speed Kills

‚If you ask the wrong questions, you’ll get the wrong answers every time.‛ Travelling to different conference venues means that I get to spend a lot of time in the car. One of the favourite venues of South African conference
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They should pay me to watch their movie

A few weeks ago, my wife and I went to the movies (not as easy as it sounds with three pre-school children at home). We saw “The Island” – a fairly good futuristic thriller about cloning (although it bugs me

Brand Values in the Connection Economy

BizCommunity today had an interesting report under the heading, “Internal branding values ignored“. “A UK marketing study by Price Waterhouse Coopers shows that less than a third of senior managers believe their companies’ external values are matched by its internal
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Cellphone Marketing to Children Attacked

Adage.com ran a story under this title on 27 July 2005 (read it here – requires free login). The basic argument is that some action groups are demanding that Congress regulate mobile phones marketed to children. The industry is clearly

The Referral Economy…

…is Time Europe’s phrase-of-choice when describing word-of-mouth networks and tagging in this article entitled Taming the Wild Web, published on the 14th August. A great quote from the article states, “…companies are banking on the notion that, in the aggregate,

Book Review on Cause Related Marketing – Who Cares Wins by Sue Adkins

I attended a breakfast this morning where Sue Adkins an international expert on Cause Related Marketing did a presentation . See more about her book at Kalahari.net or Amazon.com ISBN 0 7506 4481 8 What struck me was how technology

Advertising on/in/by Games

As young people spend less time watching television and more time online and playing games, advertisers have devised a new way to reach them. So says a report in the Economist (11 June 2005 – see here – premium content).

Who’s advertising on Nickelodeon?

Who’s trying to connect directly with children? To be honest, its anyone who understands generational theory. General Motors made a deal with Nickelodeon earlier this year to promote its Chevrolet Uplander on the kids network (Mediaweek, May 9, 2005 –

Talking to customers the AVIS way

In a world where relationships are king, where connection is critical, how is it that AVIS gets to send letters of demand to their clients like the one below. I’m just a little irritated because I think the tone is
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Another reason to question advertising awards

My good friends who work at Ad agencies will disagree, I am sure, but there are always question marks about the nature of Advertising Award Ceremonies. Right now, the ad world’s attention is focussed on Cannes 2005, where global entries
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Sony Playstation / TBWA takes it to a new level

Have you seen the new Playstation adverts? You can see them on AdCritic or AdForum. Or you can watch them right off of the TBWA web site (click here) They were aparently developed in South Africa for a North American

The Experience Economy

We, at TomorrowToday.biz like to call it “The Connection Economy”. Others refer to it as the experience economy or the relationship economy or the dream society. Read a great blog about our move to experiences at Creating Passionate Users. It

Spoof adverts are adverts too

The point of an advert is to call attention to your brand/product, and inspire potential customers to part with some of their cash – in your favour. Many advertising campaigns around the world are spoofed – meaning that third parties

Connecting with your Bright Young customers

We live in a world where the individual has more power than ever before. The traditional super-power is not in control anymore. The power has shifted to an unmanageable network of individuals and the ones that can ride this rollercoaster-network

Crazy Russian Gen X marketing

Here’s one for the books… Its always great to see Gen Xers doing well. In every country around the world, young people born in the 1970s and 80s are making their mark, most often in the IT and Telecomms industries.

Another form of Network Marketing – will it work?

On Marketing Web this week, there was an article (click here for article)posted about companies paying people to be brand-ambassadors, wondering the aisles and petrol stations, cleverly convincing us in a ‘not-the-usual-suspects’ way to consider changing brands, or trying something

Advertising (to kids) just gets harder and harder

On June 28, 2004, Fortune magazine reported on a school in the USA where fourth graders were being trained in media awareness – basically being “ad proofed”. (Read the story here – you need a subscription to Fortune). These children

Cheap movie tickets all smoke and mirrors

So the whole ‘new low prices’ for movies thing has come to an end, not even a full month after activation. (click here for Marketing Web Article) You gotta love these guys. Didn’t it seem strange when they cut their

Correct, cute, cheeky, and/or clever. But which company connects?

A few weeks ago, a wealthy South African businessman paid about R 22,000 to take out a half page advert in a local Cape Town newspaper. His intention was to highlight the bad service he had received from Landrover as

Extending your advertising reach

As professional speakers, workshop facilitators and business strategists, we use a multimedia and edutaining approach to our presentation. This means that we are constantly looking for new multimedia clips, including music and especially adverts. Adverts attempt to lock into current

In search of the marketing holy grail – Generations and Advertising literacy

Many models (gender, income, cultural groupings, age) do a great job. Each has a place and each describes an important aspect of the market. But is there room for yet another model or framework that significantly adds to our understanding