Bloomberg reported last week that Amazon employs thousands of workers to listen to voice recordings captured from Echo speakers as part of it's efforts to improve the performance of Alexa.

Recently the owner of a small hotel in the Philippines called White Banana grew frustrated by the constant stream of requests he received from "wannabe influencers", each one trying to score a free…

Here we go again. Marketers are circling around a hot new social media property heralded to be the next big thing. One representative headline — "Brands not on TikTok in 2019 will be left behind."

Apple has used "one more thing…" as a closing catchphrase off and on since 1998. Steve Jobs would pretend the event was over, start leaving the stage, and then would say "one more thing" before…

According to Gartner, marketing technology now accounts for 29% of the total marketing budget. That's currently the single largest area of marketing investment, greater than talent (24%), paid media…

As the marketing saying goes, "brands want to be people and people want to be brands."

As the old maxim goes, you can't cut your way to growth.

Marketing personas sometimes say more about the marketing team than about the customer.

Sometimes we marketers can climb so far up the brand ladder from functional benefits to emotional benefits to social benefits, we can lose touch with why people are buying our products in the first…

After serious political forays in 2017 and 2018, ads are focused much more on levity in this year's Super Bowl.

User experience design often loses sight of the actual user. When sites optimize so much for the behavior that it wants to influence next (collecting an email address, moving people into a funnel),…

Whenever I'm in the midst of a frustrating customer service exchange, I find myself reaching for a sketch pad. Last week it was Nespresso, but I think what happened is commonplace and illustrates some…

This time of year, we marketers love to make bold predictions about the year ahead. We are perennially excited about the shiny new thing.

A sense of humor is one of the most important -- and overlooked -- tools in business, says Tom Fishburne. In this fun, light-hearted talk, the author and cartoonist shares how laughing at ourselves…

Last week's NYT expose into the intimate location data collected and shared by mobile apps (including one app that tracked a user's location more than 14,000 times a day) is the latest in a constant…

Baby Boomers control 70% of disposable income in the US, spend close to 50% of consumer products dollars, and have greater buying power in 119 of the top 123 CPG categories. Yet, only 5% of advertising dollars are directed at them.

A couple months ago, I cartooned about customer survey fatigue and the barrage of satisfaction surveys for every minor brand interaction.

Black Friday continued to creep into a whole booming Cyber Week this year, setting shopping records and reflecting a spike in mobile commerce. According to Adobe Analytics, online shopping on…

Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. They're investing in taking their customer experience even further,…

As marketers, it's easy to lose touch with what consumers and customers actually experience with our brands. In the bubble of our marketing offices, writing strategy decks and brand architecture…

Fred Reichheld is the grandfather of the one-question customer satisfaction survey. In 2003, he famously introduced the concept of the Net Promoter Score with a single question: "how likely are you to recommend X to a friend or colleague?"

It can be difficult to separate myth from fact in marketing. There's a lot of marketing folklore passed on as inherited wisdom. It's also far too easy to cherry-pick data that supports our pre-existing point of view. And there's always a shiny new thing