This is part two of a healthy and vibrant conversation we recently had with Jillian Dimoff of Cheetah Digital and Robert Passikoff of Brand Keys. In part one we tackled the weighty question of what keeps CMOs up at night. In part two we take a crack at evaluating some well-known brands on the basis of “customer love”, ie. how well they love their customers – as opposed to how well customers love them.
As in part one, Jillian and Robert are candid, insightful and a lot of fun. If you choose to listen all the way through you’ll notice that these are two smart people who thoughtfully articulate some of the complexities customer-oriented organizations have to deal with in today’s market environments – in particular, on the topic of customer love.
Again, I’d like to thank both Jillian and Robert for taking the time out of their busy schedules to have this conversation. And thanks also Devon Wylie and Melissa Simpson of CRMC for their support of TheCustomer and for facilitating many of the conversations you’re going to hear in upcoming podcasts.
About Cheetah Digital:
The Cheetah Digital Customer Engagement Suite helps marketers drive revenue, build lasting customer relationships, and deliver a unique value exchange throughout the entire customer lifecycle. Deliver personalized experiences, cross-channel messaging, and loyalty programs from one suite of solutions. The Cheetah Digital Customer Engagement Suite — underpinned by our engagement data platform — enables marketers to rapidly scale and meet the changing demands of today’s consumer.
About Brand Keys:
Brand Keys is a consultancy. As such, we enter into a consultative relationship with our clients, and no two relationships are the same. That being said, what’s consistent is our knowledge of the values that drive customer loyalty and engagement in a brand’s category. From there, it is a straightforward step to formulating every type of brand and marketing initiative, from creative direction to communications strategies to packaging to strategic planning all the way to re-tooling a product or service. And because in the real world budgets are limited, our measures make it easy to allocate budgets and decide which initiatives are necessary immediately and which can wait, or even be ignored.