Has customer empowerment killed CRM?

June 20, 2018

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We now live in a world where companies and brands no longer have control of marketing, advertising, or the conversation with their customers. In a very short period of time, the balance of power has shifted dramatically away from push communication strategy, and morphed into a collaborative engagement strategy between consumers, brands, and channel partners. So, in this new world, is there still a place for CRM (Customer Relationship Management) or the Experience Economy? Are these concepts outdated and need to be thrown out? If so, what has replaced them for marketers who practice and depend on loyalty and relationship management?

In our fast paced ½ hour together we will hear from Michael Lynch. With a career as diverse as loyalty itself, Lynch comes from years in both the gaming and hospitality industries.

Michael recently served as the director of loyalty marketing and market research at Lettuce Entertain You Enterprises where he was responsible for all direct marketing efforts including; strategy, teleservices, Frequent Diner loyalty club, email marketing, website and operational customer relationship management. Lynch was also responsible for research and market survey analysis.

Since 1982, Lynch has developed and executed highly successful database marketing initiatives through effective messaging, segmentation, and differentiation. He has recently developed the relational database that is at the center of Lettuce Entertain You’s ability to analyze customer information and behavior and to make critical marketing decisions.

Lynch received his BSBA in Economics from the University of Central Florida and his MBA from Louisiana State University. Soon after graduating, Lynch was asked to join the faculty of LSU-S. Lynch has also held faculty positions teaching undergraduate and graduate marketing and management courses at Indiana University-Northwest and DePaul University in Chicago where Lynch currently teaches Foodservice Management and Customer Relationship Management courses. Michael is an adjunct instructor at WVU in the DMC Master of Science program and is pursuing his Ph.D. in Hospitality Management at Iowa State University.

The Value of a Programmatic Media Approach

June 6, 2018
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Programmatic media leverages data and technology to allow advertisers to identify the exact person they are interested in reaching and serves that user a specific ad as they visit various websites. Tzeital Haviland dives deeper into the workings of programmatic media, walking us through its evolution and what marketers should consider when developing a programmatic media strategy. Hosted by Matthew Cummings, topics include:

  • Programmatic media buying evolution
  • How marketers can strategize and implement programmatic media
  • The importance of transparency
  • How data usage fits in our eco system

Simplifying Social Media Metrics

May 21, 2018
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Metrics are simply standards of measurement by which efficiency, performance, or progress can be assessed. Yet in social media it can get complicated quickly with amount of data and options of what can be collected and where. In this podcast, we will cover the basics of collecting social media data, tracking social media metrics and identifying KPIs (key performance indicators). We will also consider how to link social media actions to business goals and marketing objectives for social measurement and optimization. This episode's host is Cyndi Greenglass.

Some of the talking points will include:

  1. Is there a simple way to link social media metrics to business and/or marketing objectives?
  2. What else should we as marketers be thinking about when it comes to social metrics?
  3. What is the biggest mistake marketers still make with social media metrics?

Getting the Full Benefit out of Your Customer Research Data

May 8, 2018
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Customer experience has become an intrinsic element of every product and service. Data gathered from user research can inform the design process and provide insight to help teams evaluate the quality of the customer experience once the product goes live.

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Data at the Crossroads of Congress and Ethics

April 25, 2018
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There’s a classic divide between Washington, D.C., and Silicon Valley. Tech companies speak a different language and are moving at light-speed. Rachel Post, a former business journalist in Silicon Valley and former VP of Branded Content at Guardian Labs US, explores the boundaries and intersections of data and ethics.

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Living Comfortably with Data

April 11, 2018
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Our host, Lee Silverman welcomes Mark Tietbohl. He is a growth strategies advisor and change catalyst at Growth Strategy Advisors. Topics today are about getting comfortable with data.

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Mind the Gap – Here comes Generation Z. Are you prepared?

March 28, 2018
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Brands, business leaders, and marketers ignore this new cohort at their own peril. Generation Z, aged 8 to 23, is now America’s fastest-growing demographic, representing 25%+ of Americans.  That makes them bigger than the Baby Boomers, and even bigger than the Millennial generation.  Despite the fact that Gen Z is made up of such young consumers, it is already an important cohort that is making its presence felt across brands, culture and advertising.

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5 Minute Tip on Going Mobile - Author Bob Bentz with Matthew Cummings - WVU Radio

March 25, 2018
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This five minute tip from author Bob Bentz answers the most popular question about website design: The first thing you do in web site design is not design for the desk top.  Author Bob Bentz and host Matthew Cummings discuss why mobile is not a nice to have but a necessity.

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Relevance Raises Response

March 13, 2018
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Marketing is an ongoing contest for people’s attention. Mobile marketing is all about customer engagement and acquisition with a relevant message that provides the response a brand is seeking. Mobile is the closest a brand can get to its customer.  What we’ll be discussing today is how a brand or business can take advantage of marketing in the age of mobile. Today's episode is hosted by Matthew Cummings. Read the rest of this entry »

Time to declutter your data and create your own narrative story

February 28, 2018
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We have all heard about how you can make your life more balanced when you declutter your closets and your life. But what about your data? Can you really make yourself better understood when you turn your data into a three-act narrative? Today we will hear from Neelesh Varde who will help us unlock the secrets of how to unlock the visually appealing stories in your complex data.

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