Love Me? Message Me

Monday, February 13th, 2017

Sharing Valentine's Day love means swapping mobile messages sprinkled with emoji and stickers. And brands want a piece of that action. As part of a Valentine's Day campaign targeting mobile users, Dunkin' Donuts features a special emoji keyboard that makes it possible for users to add emoji to their texts. Dunkin' ...

Snapchat and Vine: The Disruptor and Disrupted

Thursday, January 21st, 2016

Remember when Vine was cool and Snapchat was dirty? How quickly their fortunes have changed. Vine, once the darling of visual storytellers, is losing brands and attention, sinking in popularity on the app store. Meantime, Snapchat has overcome its reputation as a fringe app run by a badly behaving frat ...

Email and Referral Marketing: The Workhorse and Dark Horse for Customer Acquisition

Tuesday, July 1st, 2014

Digital long ago established itself as a channel for brand building and direct marketing. But what are the most popular digital tools for acquiring customers? According to my newly published report for Gigaom Research, the unsexy tactic of email marketing is a digital workhorse, popular for awareness building, and customer acquisition, ...

How a Brand Shares Its Culture through Visual Storytelling

Wednesday, July 24th, 2013

A journalist recently asked me whether all brands should be on Pinterest. My reply: brands need visual storytelling strategies -- which may indeed involve a presence on Pinterest. I recently created for agency iCrossing a visual storytelling strategy that focuses on bringing to life iCrossing's corporate culture. You may find ...

How Dunkin' Donuts keeps its customers happy

Tuesday, June 29th, 2010

This post comes to you live from the second annual Forrester Research Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of event is creating breakthrough customer experiences. John Costello, chief global customer and marketing officer for Dunkin' Brands, discusses how Dunkin' Brands understands customer needs ...