The social web is changing. It is moving from the light into the darkness. Sounds ominous, but perhaps only for conservative marketers. Dark social is neatly summarised by Kristina Dimitrova
The customer journey has long stopped being linear and has become a somewhat chaotic process. For years, we’ve known that the purchase decision gets made from multiple points and different
It’s held that the world’s first known map is a small clay record sheet from Babylon that is no more than 12 centimeters long. Created around 500 A.D., we can
Influencers are the new opinion leaders. Information is passed from opinion leaders to opinion followers, as first proposed in the ‘two-step flow’ model of communication by Lazarsfeld, Berelson and Gaudet
For several decades, the quality of customer service has been a particularly fundamental aspect in the relationship between a client and brand. The creation of distinct departments came along with
Several factors are driving the evolution of bots in instant messaging apps (Chat Bots) towards a new hype of developing services and apps. As a consequence, more channels aimed at
When we find ourselves confronted with the challenge of improving the experience of our clients, we must put the mechanisms that will most maximize their value into motion, differentiate our
In a previous Rebel Fridays, Isaac Hernández from Google for Work reminded us of the time a computer beat one of the world’s greatest players in a game of Go.
When we successfully lead the consumer to associate a brand’s shared values and common attributes with a motivation to want to improve and lengthen their experience with it, we achieve
The customer experience is one of the primary motives that influences us when making consumption decisions. Many recently-published studies predict that in 2020, the experience will be a more determinant
The use of monitoring techniques is a key mechanism for knowing and understanding – from the analysis of data extracted from social networks – the state of a brand’s health.
Several studies have shown that the principal factor for customer loyalty to a brand is good service. This fact explains the great strategic importance that the quality of service and
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