Insights on Customer Insights & Segmentation:

Interview: Scott Davis on "The Shift" [Podcast]
By Scott Davis

Scott is interviewed by Brian Roger of The Customer Collective about concepts from "The Shift." (The Customer Collective, August 18, 2009)

NHL: Brand Resurrected
By Andrew Pierce and John Conti

The National Hockey League is a remarkable turnaround story serving as a lesson for brand reinvention. (Marketing Daily, February 16, 2009)

Goya is Big, But Not Great (Yet) [PDF]
By Jorge Aguilar and Larry Lucas

When you think about prepared Hispanic foods, Goya is the brand that most likely comes to mind. Many brands are at a similar impasse, investing significant resources in the quest to become authentic Hispanic brands. But they end up stuck in the middle, unable to connect with this demographic group and undifferentiated against competition. Why? (Brandchannel, February 16, 2009)

Lux Brands Face Tough Balancing Act [PDF]
By Kevin O'Donnell

Luxury brands face no small dilemma these days as they try to deliver growth without compromising cachet—all against the backdrop of a severe global recession that’s sure to challenge their fabled resistance to downturns. (Marketing News, February 2009)

Offsetting the Risks of Innovation [PDF]
By Jorge Aguilar and Kevin O'Donnell

Classic financial theory has it that all else being equal, the greater the risk, the greater the return. And when it comes to innovation, those businesses that are the most successful embrace that notion.

How to Cope With Aging Brands [PDF]
By Joseph Gelman

Individual brands, or even whole categories, that were once important for a particular consumer segment, become irrelevant as society evolves and tastes change.  Should you completely lose your current brand equity association so you can become relevant to new consumers? (World Advertising Research Center, October 2008)

How to Win the Hearts and Minds of Hispanic Customers [PDF]
By Andrew Pierce and Jorge Aguilar

With the Hispanic population in the US expected to surpass white non-Hispanic inhabitants by 2030, marketers are scrambling for ways to tap into growing spending power while generating loyalty to their brands. Strong, enduring brand loyalty can be built among Hispanics, but not by using tactics that work for white, Middle America. (MarketingProfs, June 17, 2008)

Multiculti Markets Demand Multilayered Marketing [PDF]
By Andrew Pierce

The growth in minority markets is substantial and their potential buying power is even greater.  Marketers who map out the most customer-centric approaches to establish their relevance to these diverse populations will be rewarded with the kind of strong and enduring brand loyalty that drives sustainable business growth.  (Marketing News, May 2008)

Relevance of branding and user experience in hotels and shopping centres [Podcast]
By Joseph Gelman

Joseph Gelman, Partner, talks to Intereconomía Radio about the relevance of branding and user experience in hotels and shopping centres. *Please note this interview is in Spanish. (Intereconomía Radio, April 2008)

‘Quantilitative’ Research & Beyond: New Platforms for Customer Insights [PDF]
By Andrew Pierce

Web 2.0 is doing a lot more than simply facilitating exciting new ways to establish a brand’s relevance with customers. On the marketing science side, it’s driving an equally exciting morphing of methodologies and the ways we use them. In short, we’re seeing a redefinition of the capabilities in the traditional analytics toolbox. (Marketing News, March 1, 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 Prophet

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)

Turning Green Into Gold [PDF]
By Andrew Pierce

In this article, Andrew argues that the question for most companies is not if they will take action to make their brands environmentally friendly, but when and the extent to which they will do so. He then discusses what it takes to successfully make green work as a business and brand builder. (Marketing News, October 1, 2007)

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)

A "System" for Innovation [Podcast]
By Kevin O'Donnell

In this podcast, Kevin O'Donnell discusses innovation, the keys to success of notable business innovators, and how to create a system for innovation. (Sky Radio, September 2007)

Power Switch [PDF]
By Michael Dunn

In many of today's leading organizations, marketing is front and center in driving solid business performance - based on a heightened understanding of and responsiveness to the customer.  Leading the charge are empowered chief marketing officers, who have developed a more expansive influence, range of responsibilities, and view of marketing's capabilities in the broader business scheme. (Marketing Management, September/October 2006)

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)

The Role of Marketing and Brand in Driving Growth [PDF]
By Scott Davis

Citing results from our State of Marketing survey, this webcast given by Scott Davis looks at the definition of growth within organizations and highlights inconsistencies in the way it is defined by chief executive officers, chief marketing officers, and other executives. Learn techniques you can use to identify opportunities for brand-driven and marketing-driven growth, and find out how to align your organization by creating synergies between business, brand, and marketing strategies. Finally, we provide a summary of findings and best practices that can help your organization close the growth gap. (Microsoft Executive Circle, April 2006)

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)

Mining Customer Data: Leveraging Customer Insights for Brand-Driven Growth [PDF]
By Andrew Pierce

In this second webcast of a three-part series ("Using Brands to Drive Growth") originally presented to members of the American Marketing Association, Andrew Pierce discusses the different forms (and benefits) of segmentation designed to answer different questions for marketers (Which consumers do I target? vs. Which consumers can I reach?). Segmentation methods are getting more sophisticated — it is vital that marketers use the right methods for the right reasons. To listen to the audio version, play the on-demand webcast.
(American Marketing Association, October 2005)

Marketing Challenged to Balance Data with Creative Insight [PDF]
By Scott Davis

Too many marketers are unable or unwilling to leap beyond the data to figure out how data-driven insights can be used to drive innovation and address unmet customer needs. (Point, June 2005)

Marketing Investment Planning - B2B Catches Up [PDF]
By Prophet

From financial services to pharma to energy, B2B companies are embracing marketing. With intense competitive pressures, they have to identify sources of profitable growth, promise a better solution to customers, and ensure efficient and effective delivery on that promise. (Market Leader, Spring 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)

Tomorrow's CMOs: Eschew Yesterday's Marketing Models [PDF]
By Scott Davis

Marketing is no longer about one-size-fits-all advertising and promotional efforts. Some of the biggest brands are shifting away from moving the masses. The new marketing model is less about messaging and more about understanding your profitable segments of customers in order to design the experiences that are right for them. (Point/Advertising Age, December 2004)

How Dupont Used Insights From Needs-Based Research to Redefine Brand, Business [PDF]
By Michael Petromilli and Keith Sena

Insights into how DuPont Performance Coatings, a leading supplier of paint systems to the global automotive industry, used customer insights to reposition its brand. (2005 Handbook of Business Strategy, October 2004)

Strategic Brand Value: Advancing use of brand equity to grow your brand and business [PDF]
By Mike Leiser

A strategic approach to profiling and managing brand equity over time, using both qualitative and quantitative modeling approaches. (Interactive Marketing, Vol. 5, No. 1, July 2003)

Study of Institutional Market Can Help in Developing High-Net-Worth Brand [PDF]
By Prophet

A perspective on the importance of developing a solid understanding of customers' needs and goals. (American Banker, October 2002)