Customer Experience Matrix

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Companies Scramble to Report on COVID-19 Business Impact

Customer Experience Matrix

More surprising but prescient, given Amazon's labor troubles : just 42% felt confident that Amazon could get their online orders delivered on time. Media tracking company Comscore has also weighed in with an ongoing series of coronavirus analyses. At the moment, half the companies on the list are hiring.

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MarTech Plot Lines for 2021

Customer Experience Matrix

walled gardens (Facebook, Google, Amazon) face increasing competition from walled flower pots – that is, businesses with less data but a similar approach. None of these has the data depth or scale of Facebook, Google, or Amazon but their audiences are big enough to be interesting. shoppable video is growing rapidly.

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BadTech Is the Next New Thing

Customer Experience Matrix

I’m referring to is the backlash against big tech firms – Google, Amazon, Apple, and above all Facebook – that have relentlessly expanded their influence on everyday life. Here – this is not a joke – a university is putting school-controlled Amazon Echo listening devices in every dorm room The press continues to get it wrong.

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2017 Retrospective: Things I Didn't Predict

Customer Experience Matrix

In no particular order, things I didn’t quite expect this year include: - pushback against the walled garden vendors (Facebook, Google, Amazon, Apple, etc.) Did you know that Amazon accounted for more than half of all Black Friday sales last week?) growth in alternative personal data sources. onboarding”) are part of this too.

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Amazon Buys Whole Foods: It's Not About Groceries

Customer Experience Matrix

Most of the comments I’ve seen about Amazon ’s acquisition of Whole Foods have described it as Amazon (a) expanding into a new industry (b) continuing to disrupt conventional retail and (c) moving more commerce from offline to online channels. This has nothing to do with Amazon being evil. Owning the Pipes.

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Purpose-Driven Marketing Comes to Town

Customer Experience Matrix

The irony-impaired managers of the Association of National Advertisers (ANA) seem to have taken this as serious advice, last week announcing creation of a “Center for Brand Purpose” that will help companies publicize their social purpose. There are other, more parochial reasons for some companies to take strong policy positions.

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The Personal Network Effect Makes Walled Gardens Stronger, But There's Still Hope

Customer Experience Matrix

I’m still chewing over the role of “walled garden” vendors including Google, Amazon, and Facebook, and in particular how most observers – especially in the general media – fail to grasp how those firms differ from traditional monopolists. This makes it tough for new companies to break into a customer’s life.