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Blog

Shea Moisture's customer backlash was caused by poor brand management, not bad advertising

Natural beauty brand Shea Moisture was forced to apologize after a new ad campaign sparked a social media backlash among some of the company's customers.

But this backlash wasn't really the result of a bad ad.

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Amazon launches 'Subscribe with Amazon' to help companies sell subscriptions

Amazon's effort to take over the world continues unabated.

This week, the online retail giant announced a big push into a new market with the launch of Subscribe with Amazon, a new marketplace that will allow third parties to sell subscriptions through Amazon.

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Lastminute.com partners with Spotify to target music-loving travellers

There’s always one song that brings back memories of a really great holiday. Personally, 'All that she wants' by Ace of Base is guaranteed to transport me back to a few glorious weeks on the Costa Del Sol.  

This intrinsic link between music and travel is the idea behind Lastminute.com’s new partnership with Spotify. 

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How airline brands are improving customer experience in-flight

Cramped seats and stale peanuts used to be the hallmark of most airlines. 

Today, the state of air travel isn’t quite so depressing – even if some budget airlines stand by their dedication to no-frills ‘efficiency’. 

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economist experiential marketing

Five essential mobile moments and how brands can take part in them

In a recent Econsultancy survey, we asked marketers whether they work to engineer mobile moments which reflect well on their brand.  

But what are 'mobile moments'?  And what can brands do to be a part of them?

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allergan

Allergan Facebook initiative shows the risks of social media for pharma marketers

To help reinvigorate sales of its 13 year-old dry eye treatment Restasis in the face of competition from a new drug, pharma giant Allergan turned to the world's largest social network, Facebook.

The company, with the help of its agencies, launched a Facebook Page. According to Fierce Pharma, the effort has largely been a success. 

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Why beauty brands are betting on augmented reality

I recently wrote about how consumers are increasingly turning to their smartphones to search, browse and buy beauty products. 

One thing I failed to mention, however, is the fact that many are testing beauty products via their mobiles, too.

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brain

What is a customer mental model?

What is a customer mental model?

Simply put, a mental model is what the user believes about a particular system. This system doesn't have to be a digital product or service, it could be anything from a supermarket store to the entire end-to-end journey of buying a car.

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A review of HomeHero: The energy-switching chatbot

There are a whole host of energy switching apps out there, all designed to help consumers find a cheaper tariff.

A little while ago, I explained why uSwitch is one of the very best. However, I recently came across HomeHero – a new comparison service that works via Facebook Messenger.

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Three ways marketers improve customer experience from within

Improving customer experience requires as much attention to how things work inside the company as how customers are interacting with the brand.

What internal initiatives do marketers feel are essential for improving customer experience from within the company?

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How AI is bound to change B2B sales and marketing forever

We may not give it a lot of thought, but artificial intelligence is already part of our daily lives in a number of ways.

When it works well, it makes our life slightly easier – from trying to anticipate our needs (e.g. Amazon’s suggested products or Netflix’s recommended shows) to preventing us from being victims of fraud (e.g. our bank’s fraud detection systems).

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clair o'neill

A day in the life of... marketing manager for a boutique hotels website

Haven't we all wondered what is must be like to work in luxury travel, putting in the hard graft to review secret hideaways across the world?

Is it all white beaches and daiquiris for travel marketing teams? Clair O'Neill, marketing manager at i-escape, tells us about a typical day in her working life.

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