Insights Review

CCI fellows are constantly adding to the knowledge about customer behavior and trends. The CCI Insights Review synthesizes their research and makes it accessible to the broader marketing community for real-world application.
March 20, 2012

The Center for Customer Insights hosted Claire Hughes Johnson, VP of New Products, Media and Platforms at Google, this past February at our Higher Velocity Marketplace conference. 

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February 1, 2012

It's called the whale curve -- a schematic representation of profit, replicated below. It illustrates, among other things, how 200 percent of profit can come from only 10 percent of customers. Fifty percent of customers might account for 250 percent of profit. And the bottom half of customers can actually bleed the profits of the firm.

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January 22, 2012

Remember the time you bought your first iPod? Was the decision influenced by a TV ad? Or did someone you trust, perhaps a technology enthusiast, gave you unsolicited advice and perhaps a quick demo? Did the same happen with a Kindle when it first came out? How fast was the progression from awareness to consideration to purchase to loyalty?

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December 12, 2011

History is littered with cases of adventurous marketing initiatives that crossed consumers’ limits of acceptance. Often, it is not because these ideas were unwelcome or the firms did not have the capability to deliver on the core benefit. Rather, these cases can be viewed in terms of a lack of permission for the brand to conduct specific initiatives.

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November 29, 2011

Are There Any Customer Insight "Holy Grails"?

Ken McGee (Gartner): Are you working on customer insight projects that really represent the "Holy Grail" for decoding customer "wants and changes"?

Dr. Ravi Dhar (Dhar): One of the Holy Grails is what Steve Jobs was innately known for - the preferences people already have but cannot articulate, identify or know that they even have.

 

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November 16, 2011

In an episode of the popular sitcom Seinfeld, George thinks he has purchased a car that once belonged to the actor Jon Voight. In every conversation he finds a way to drop in the name and basks in the reflected glory and people are very impressed with him and his car.

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January 1, 2011

An estimated 2 billion people around the world watched the modern day fairy tale wedding of Prince William and Kate Middleton. The sumptuous ceremonies were telecast live in many countries around the world. While the British Royalty was displayed in full regalia, it may not have been as clear that the bride and groom had previously made an important choice.

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January 1, 2011

It sounds counter-intuitive. A big studio movie, especially one based on a popular Disney ride, would have been expected to be advertised to saturation point. And perhaps it was, as far as the theatrical release goes. But we know that movie revenue is not limited to just movie theatres; it includes secondary sources such as DVD sales.

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January 1, 2011

Jerry Seinfeld made millions by crafting “a show about nothing.” However, when it comes to marketing, is it really a good idea to have “an ad about nothing?” New research from YCCI Fellows and Yale SOM Professors Dina Mayzlin and Jiwoong Shin suggests that if you have a high-quality product, an “uninformative” ad may actually be the best way to connect with c

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January 1, 2011

The world still spins at the same speed as always, but these days, technology, innovation and consumer expectations are moving faster than ever. Last Friday at the sixth annual YCCI Marketing Conference: “The Higher Velocity Marketplace: Technology, Innovation and Engagement in the New Marketplace,” 5 key change-drivers took us for the ride.

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