New Book collection celebrating 15 years of Marketoonist

This Week's Cartoon

customer satisfaction survey fatigue

Fred Reichheld is the grandfather of the one-question customer satisfaction survey. In 2003, he famously introduced the concept of the Net Promoter Score with a single question: “how likely are you to recommend X to a friend or colleague?” Today even Fred Reichheld has survey fatigue. In a Bloomberg interview a few years ago, he said “The instant we have… Read More

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Cartoon Powered Marketing

Most Recent Cartoons

evidence-based marketing

It can be difficult to separate myth from fact in marketing. There’s a lot of marketing folklore passed on as inherited wisdom. It’s also far too easy to cherry-pick data that supports our pre-existing point of view. And there’s always a shiny new thing that captures everyone’s attention until the next shiny new thing comes along. The first time I… Read More

360-Degree Customer View

Gartner recently categorized the buzzword “360-Degree Customer View” on its Hype Cycle and determined that it was at the “peak of inflated expectations.” Marketers everywhere are touting a “360-Degree View” as the holy grail for customer experience. And yet the actual results are mixed. I’ve heard reference to another Gartner study (but I haven’t found the original source) that claimed… Read More

marketing automation

Brands are increasingly adopting marketing automation, with email marketing as the most common application. Marketing automation has great potential to help deliver personalized useful messages to an audience that wants them. Yet a recent Econsultancy study found that 37% of brands say their marketing automation efforts are not successful. I wonder how much of the failure rate relates to how… Read More

the silo mentality

In 1988, a Goodyear manager named Phil Ensor first coined the phrase “Functional Silo Syndrome” to describe organizational structure. He was inspired by the grain silos of his native rural Illinois, which reminded him of how departments, divisions, and geographies so often work in business — fragmented, insular, and sequestered. The “silo” term caught on. Jack Welch famously pioneered the… Read More

digital transformation

Forrester found that 56% of companies have official digital transformation projects underway. They also found that “many don’t realize that transformation will be a permanent state of being” and that 21% of businesses think they are “finished” with digital transformation. There’s a lot of talk about the promise and hype of digital transformation. But digital transformation means different things to… Read More

how to rebrand

Burberry announced a new visual identity a few weeks ago. After only a 4-week design process, they dramatically shed 162 years of brand heritage for something entirely new, which they unveiled on Instagram. The largely negative fallout that resulted (conveniently enshrined in the comments of the same Instagram post) reminded me how Mark Ritson once described rebranding: “[Rebranding is] the… Read More

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