I’ve yet to meet anyone who has ever taken a class on how to conduct brand communications during a pandemic. Maybe this topic will become a fixture in future college courses, but for now, conventional wisdom is out the window and most marketers are navigating without a rule book. I would argue that one of…

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With so many things out of our control due to the coronavirus crisis, it can be useful to focus on what’s still within our control, like how we communicate with customers. Here are five tips to help maintain your connection with customers during this anxiety-inducing time: Acknowledge what’s happening in the world. Reframe your team’s…

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There are two parallel forces reshaping the consumer market: technology and women’s rising economic power. No doubt you’re paying close attention to technology (and rightly so), but how much time are you spending on the latter? My guess is not enough. Two of the biggest revolutions of the 20th century—women’s increased educational attainment and their…

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Great “IRL” (in real life) customer experiences are still the exception and not the rule, despite the fact that businesses have never had more ways to communicate with customers. Just as we continually upgrade our software to stay current, we must upgrade our customer experiences to stay relevant Elevating the customer experience has become an…

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Las Vegas – the other city that never sleeps – was the perfect setting for the annual Shoptalk retail conference. More than 8,400 attendees descended on The Venetian last week for an action-packed four days discussing the future of the industry. Across multiple sessions and hundreds of speakers, the message was clear: customer experience is…

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I’m still buzzing from the National Retail Federation’s Annual Big Show. Energizing, exhilarating and exhausting (in a good way), it’s the world’s largest retail conference, with nearly 40,000 attendees and 700 exhibitors filling the Javitz Center in New York. It’s a great place to get inspired and take the pulse of modern retail. Here are…

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When you run a legacy business like 120-year-old Goodyear Tire & Rubber Company, you can either wait to be disrupted, or you can disrupt yourself. Goodyear has chosen the latter. This week, the company introduced Roll by Goodyear, a pilot retail concept for tire sales and installation that is almost unrecognizable as a tire store.…

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You’re busy. Your calendar is packed. You spend your days in back-to-back meetings. The last time you had lunch outside the office was so long ago, OpenTable didn’t even exist. And email? Let’s not go there. This is the status quo for many of us. And the result is that when we sit in meetings…

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When I conduct research with people about what they buy and why they buy, I often hear women say that they already have a lot of stuff; what they could really use is more help. This kind of comment is usually followed by an enthusiastic account of all the apps they rely on to get…

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