Insights on Customer Experience:

How to Invest in Branding: The Harrah's Story [Webcast]
By Kevin O'Donnell

In this 90-minute web seminar, Kevin O'Donnell from Prophet and Lisa Marchese from Harrah's will discuss how the largest casino operator in the world uses brand to compete and win in a fiercely competitive and ever-changing market. (MarketingProfs, February, 2008)

Build a Brand Consumers Will Actually Want to Control [PDF]
By Scott Davis

In this article, Scott Davis answers questions about customer control: Does the customer really want to be your co-pilot? Does the customer want to do the marketer’s work in building the brand? Make your ads? Design your products? Distribute your message? Maybe not, he argues. (AdAge, 11/27/2007)

Marketing-Touchpoints - The UBS story  [PDF]
By Inga Schmidt

This article was co-authored with our client, UBS, and has been translated into English from the original German text. It illustrates how active touchpoint management can help in converting prospects to clients, extending relationships to existing clients and therefore driving business results. (Marketing Journal, November 2007)

Learn to Use Communication's Negative Space [PDF]
By Kevin O'Donnell

In the environment where you can reach your customers 24/7, success at building a brand—at solidifying and growing your relationship with customers—is really all about being selective. You need to pick the right time and place or, better yet, let the customer pick for you. (Marketing News, November 1, 2007)

See Your Brands Through Your Customers Eyes [PDF]
By Chris Lederer

A new three-dimensional approach to mapping brand portfolios reveals the complex relationships between your brands and those of other companies. It may turn your marketing assumptions upside down.  (Harvard Business Review, June 2001)

Don't Be Afraid to Plunge Into Emerging Media [PDF]
By Scott Davis

Color today’s marketers dazed and confused. It’s an understandable reaction to an environment that has become almost impossibly complex, making it difficult for them to figure out where to start (or much less how to go about) meeting management’s escalating demands for demonstrable returns. (AdAge, July 23, 2007)

Only The Strongest CMOs Will Survive [PDF]
By Scott Davis

In this article, Scott discusses the challenges being faced by Senior Marketers and four key mandates they should address on the path toward becoming empowered CMOs. (Advertising Age, January 2007)

New Challenges to Marketing's Mandates [PDF]
By Scott Davis

In this article, Scott discusses the need for marketers to take a broader view of their role if they are to contribute successfully to business growth.  This includes thoughts around owning the customer experience, successfully using new technologies, and blending business, brand, and marketing strategies. (Admap, June 2006)

Interesting Bedfellows - Why a Teaming of HR and Marketing Makes Sense
By Jeff Smith

Companies are increasingly realizing that for brand and business strategies to be aligned, the brand can no longer be driven solely by the activities of the marketing department. Delivering against the promises of a brand strategy requires every level of the organization to live the brand. (AMAnet.org, April 2006)

You are Only as Strong as your Weakest Touchpoint
By Scott Davis

After years of paying lip service to the importance of marketing while engineering and design ruled the roost, technology companies are learning that maybe they need to be more like other businesses after all. (Marketing Profs, April 2006)

Making Good on Marketing's Promise
By Scott Davis

Despite marketing's lingering reputation in some senior management circles as the function that is more interested in spending money than bringing it in, top-level marketers increasingly understand they share the same mandate as their peers in the executive suite: To help drive profitable business growth. (Microsoft Executive Circle, March 2006)

Cut Ties with Tradition and Expand Your Influence [PDF]
By Scott Davis

When it comes to assessing marketing's effectiveness in creating the type of customer relationships that fuel business growth, consider this: Maybe marketers should stop thinking so much like traditional marketers. (Point, February 2006)

Marketers, Heal Thyselves: Rx to Help the CMO Lifespan [PDF]
By Scott Davis

Marketers aiming to better position themselves and the marketing function to add real value to the organization have their work cut out for them. A new year makes the timing right to recap three of the most critical prescriptions for change. (Point, December 2005)

The Best of Both Worlds [PDF]
By Mike Leiser

CMOs need to leverage corporate and business-unit capabilities to reinvent the marketing function. (CMO Magazine, November 2005)

Time to Re-Embrace the The "Next Best Customer" Truism [PDF]
By Scott Davis

If it's so axiomatic that "your next best customer is the one you already have," why do marketers expend so much energy — and hard-fought resources — chasing after new ones? (Point, November 2005)

Kellogg on Branding
By Alice Tybout and Tim Calkins

This book combines the thought leadership of the school's highly regarded marketing faculty with perspectives of senior business executives with years of experience in brand building. It includes a chapter written by Scott Davis titled "Building a Brand-Driven Organization."

Innovation: Moving Marketing's Capabilities, Insights Front and Center [PDF]
By Scott Davis

There is a growing need for businesses, and particularly their marketing leadership, to look differently at what constitutes innovation, and create a culture that fosters and rewards it. (Point, September 2005)

Internal Alliances Yield Outside Wins [PDF]
By Michael Dunn

It's all about relationships in today's business world, and for marketers, that usually translates into a mandate to get closer to the customer to solidify the loyalty that helps drive top-and bottom-line growth. (Brandweek, August 2005)

Prophet's State of Marketing Survey [PDF]
By Prophet

Marketing's role in driving growth is threatened by the chasm between its need to influence the customer experience and its ability to do so. Leveraging the internal relationships necessary to impact the customer experience that drives business growth is a huge obstacle, with many marketers claiming no role whatsoever in shaping key customer touchpoints. This gap is one of the highlights of the new 2005 State of Marketing Survey sponsored by Prophet and conducted by IDG Research. (Summer 2005)

Marketing: The new critical capability in M&A [PDF]
By Kevin O'Donnell

Today's red-hot market for mergers and acquisitions spells huge opportunities - and challenges for marketing leaders and their teams. Three principles are discussed to ensure a successful transaction. (CMOMagazine.com, May 2005)

Corporate and BU Marketers: End division and learn to conquer [PDF]
By Scott Davis

Corporate and business unit marketers must recognize their differences and their common ground, and work together to maximize business success. (Point, May 2005)

A Marriage Overdue: Marketing Meets Technology [PDF]
By Scott Davis

No marketing imperative today can be met without without the capabilities and insights of the provided by the organization's technologists. Marketing and IT need to bridge operational gaps to create a less executional and more strategic partnership. (Point, March 2005)

Five Lessons for a Happy Honeymoon [PDF]
By Prophet

Applying a brand lens on post-merger integration can significantly increase chances of success. This article outlines five key lessons, and includes several examples from the pharmaceutical industry. (Pharma Times, February 2005)

Overcoming Marketing Myopia: Time to Graduate From Marcom 101 [PDF]
By Scott Davis

CMOs and the marketing function can expect intensifying pressure in 2005 to prove their effectiveness in aligning their strategies with how customers buy, and with broader business imperatives. (Point, February 2005)

David Aaker's Perspective on the Future of Marketing [PDF]
By David Aaker

In a growing number of businesses, marketing will have more of a strategic role. (The Marketer, January 2005)

Creating the Brand-Driven Business: A Roadmap for the CEO [PDF]
By Michael Dunn and Scott Davis

A point of view on the role CEO's play in creating brand-driven businesses and a toolkit to guide their efforts - reprint of Handbook of Business Strategy 2004 (Thexis, January 2005)

Implications of Customer Service on Brand
By Prophet

A critique of Britain's customer service within the context of how it may impact brands on a global scale.* (Financial Times, December 2004)

The Missing Link [PDF]
By Scott Davis

Creating a connection between marketing and tangible business benefits is job one for the CMO. This article outlines several specific business benefits in which marketing can play a larger supporting role. (CMO Magazine, December 2004)

Banking on Delivery [PDF]
By Jeff Smith

Banks are generally held to have entrenched attitudes about customers and marketing. But, in conversation with chief marketing officers of several leading banks in Europe, Prophet found evidence of a willingness to embrace the new customer realities. (Argent, Fall 2004)

UBS: Brand Building in a Global Market [PDF]
By Jestyn Thirkell-White

A case study on the change in brand strategy and brand management apporach at UBS (Admap, July 2004)

Brand's Bedfellow [PDF]
By Jeff Smith

Insights on how markeitng and HR can work together to achieve business objectives. (Brand Strategy, June 2004)

Beware of Pitfalls that Kill Branding Efforts [PDF]
By Prophet

Six pitfalls to avoid to ensure your brand-building efforts are successful. (Marketing News, March 2004)

Laying the Blame [PDF]
By Prophet

A commentary on the challenges of branding in the financial services sector. Advertising may increase awareness, however, it is the delivery of excellent customer experience that truly makes a positive impact on a company's brand. (Financial Marketing, January 2004)

Understanding Your Brand - Aligning Brand Equity to Drive Business Value [PDF]
By Prophet

A perspective on the importance of knowing what your brand means to target stakeholders, and which elements of it drive value so that brand building investments can be prioritized. (National Hotel Executive, November 2003)

"Operationalizing" the Brand: Bringing It to Life Internally Strengthens Brand and Business [PDF]
By Michael Dunn and Scott Davis

A perspective on how companies are adopting a brand-driven approach to business and experiencing not only a stronger brand, but a stronger business as well. (The Business to Business Marketer, August 2003)

Building Brands from the Inside [PDF]
By Michael Dunn and Scott Davis

An illustration of how companies are beginning to take a broader view of brand as it shifts from its traditional role as part of the marketing function to play an integral part in the overall business strategy. (Marketing Management, May 2003)

Achieving Consistency - Delivering on Your Brand Promise Across All Customer Touchpoints [PDF]
By Prophet

A framework by which a company can identify, analyze and correct inconsistencies across its customer touchpoints. (National Hotel Executive, March 2003)

Harmonizing Your Touchpoints [PDF]
By Scott Davis

A perspective on the importance of aligning your brand's touchpoints across all interactions with your customers. The article also provides some consumer products related examples. (Brand Packaging, January 2003)

Brand Asset Management
By Scott Davis

In this book, learn how to turn your brand from the logo on your letterhead into the driving force behind your company's growth, operational success, and long-term profitability.

Building the Brand-Driven Business
By Michael Dunn and Scott Davis

In this book, learn how to map out a strategy that can help an entire organization manage and live (not just think about) its brand.

Great Brand Building is Just a Touch Away [PDF]
By Scott Davis

This article outlines how to manage your brand touchpoints to build strong customer relationships. (Brandweek, June 2002)

Extending the Brand: How to Optimize the Brand-Customer Relationship [PDF]
By Scott Davis

This article examines how companies can develop an optimal customer experience by extending brands into new channels and customer touchpoints. (Journal of Consumer Marketing, April 2002)

Brand Assimilation: Aligning Your Employees Around Your Brand [PDF]
By Prophet

Employees can make or break a customer's experience with your brand. Taking a strategic approach to brand assimilation will ensure that that your brand-building efforts create deep and lasting relationships with customers. (January 2002)

Brand Assimilation: Aligning Your Employees Around Your Brand [PDF]
By Prophet

Employees can make or break a customer's experience with your brand. Taking a strategic approach to brand assimilation will ensure that that your brand-building efforts create deep and lasting relationships with customers. (January 2002)

Extending Your Brand Into New Markets [Podcast]
By Michael Dunn

In this Sky Radio interview, Michael Dunn discusses Prophet's work with potterybarn.com, and how companies can manage the customer experience across a variety of online and offline channels. (Sky Radio, January 2002)

Brand-Customer Relationship: The Face of Your Business Strategy [PDF]
By Prophet

The days of brand building defined simply by awareness and driven by marketing alone are over. Prophet believes that brand is the essential underpinning to a holistic business strategy, requiring that the brand be managed at the highest levels within the organization. (January 2001)

Brand-Customer Relationship: The Face of Your Business Strategy [PDF]
By Prophet

The days of brand building defined simply by awareness and driven by marketing alone are over. Prophet believes that brand is the essential underpinning to a holistic business strategy, requiring that the brand be managed at the highest levels within the organization. (January 2001)