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Article

Sam’s Club, the wholesale club owned by Walmart, has doubled down on the customer experience, and driven impressive results in the process.

Article

Surveys and summarises guidance and reading on the topic of NPS, a measure of customer satisfaction and a useful metric for evaluating brand health.

Opinion

Commercial data and insights business Dun & Bradstreet has reinvented its marketing in the past year.

Article

New channels and new touchpoints may require new measurement methods and those metrics often have to be considered across categories.

Case Study

Automobile manufacturer Tata Motors used an online campaign to launch its new Yodha pick-up truck and regain market share in Nepal.

Case Study

Automobile manufacturer Tata Motors ran an integrated campaign to increase brand awareness and consideration for its Super Ace as a versatile mini-truck in the markets of Vietnam and the Philippines.

Article

Addresses how marketers should balance short-term and long-term marketing activity and how these activities work together across different categories.

Research Paper

Sonos, an US consumer electronics company, shapes its product development strategy by analysing open text responses, but wanted to categorise them into meaningful content strategies.

Research Paper

Microsoft, a multinational technology company, introduced efficiencies and survey enhancements to monitor a much wider range of satisfaction indicators, allowing it to become a truly customer-obsessed organisation globally.

Article

Consumers don’t spend a lot of time thinking about their energy supplier, making it especially hard for energy brands to cut through.

Article

When Reckitt Benckiser looked closely at issues around brand experience it proved a catalyst for wider organisational change.

Case Study

O2, a telecommunications services provider, reached people across the Czech Republic and Slovakia by showing them how lucky they are to have the freedom that they do, increasing the brand's attribute of fighting for freedom in the telco market.

Case Study

adidas, a sportswear brand, improved sales of the sub-brand adidas Originals by launching a global campaign focused on the concept of originality.

Case Study

Tesco, a supermarket chain, increased customer's perception of the brand as helpful and good quality in the UK by reconnecting with its Every Little Helps message through TVCs that showed its helpful initiatives.

Case Study

DFS, a furniture brand, explains how it partnered with various brands and redesigned its TVCs to become more engaged with, and relevant to, its target in the UK.

Case Study

BT, a telecommunications company, reconnected with business people in the UK by leveraging the power of emotion to make a modest advertising budget more effective (and more efficient); generating a net profit of over £14.5m and delivering a ROMI of £3.16.

Case Study

Direct Line Group (DLG), a British insurance company, measured the impact of marketing in both the short and long term to provide a holistic view of how brand acquisition and investment influence consumers.

Case Study

Vodafone, a telecommunications company, managed to become the clear Bill Pay market leader in Ireland, while maintaining their price premium in a mature and highly competitive market.

Article

Explores several strategies for companies wishing to utilise customer feedback, so they can make effective, ongoing improvements.

News

Brands around the world set a low bar for the experiences they deliver and struggle to keep up with consumers’ expectations, according to a new report from Jack Morton.

Case Study

Adidas, a clothing and accessories manufacturer, promoted the launch of FC Bayern Munich's new football kit in Singapore by creating a live event with the team itself.

Case Study

Optus, a telco brand, developed a game plan to drive long-term growth in Australia, which harnessed the determination and charm of athlete Usain Bolt.

Article

Circles.Life, a telco challenger brand in Singapore, has put PR, out-of-home and viral stunts at the heart of its brand marketing.

Article

Social media is no longer just a marketer’s job, with the channel making a demonstrative business impact across any brand from sales to path-to-purchase.

Article

Explores how the way brands think about customer experience (CX) is changing as they compete hard for customers’ attention in an omni-channel world with more consumer touchpoints.