Brand experience is the experience of the brand that companies want to give.
Customer experience is the experience of the brand that customers get.
Unfortunately, these two are often not the same.
Articles
The experience enigma
Articles
Story
The rise of the marketing operations director
The complexity of modern marketing means companies are increasingly splitting marketing into operations and strategy, and increasingly they’re looking for marketing operations directors.
Story
When marketing strategy is worthless
Imagine the following scenario: it’s the annual brand strategy seminar for a large, multi-national B2C company. The VP of Marketing goes on stage to present the new marketing model.
Story
Marketing’s influence is not the goal, part 2
When marketers complain about the lack of influence at executive level they’re grabbing the wrong end of the stick.