New Book collection celebrating 15 years of Marketoonist

This Week's Cartoon

customer experience

Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. They’re investing in taking their customer experience even further, partly with a sophisticated app that tracks granular customer data from check-in, through the flight, to baggage claim. Here’s how HBS professor Rohit Deshpande describes just how granular the customer data… Read More

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Cartoon Powered Marketing

Most Recent Cartoons

the marketing dashboard

“Not everything that counts can be counted, and not everything that can be counted counts.” I think this 1963 quote from William Bruce Cameron (often misattributed to Albert Einstein) touches on some of the potential pitfalls of marketing dashboards. In this era of data-driven marketing, dashboards can give marketers a false sense of security. They always appear authoritative, but the… Read More

the marketing ivory tower trap

As marketers, it’s easy to lose touch with what consumers and customers actually experience with our brands. In the bubble of our marketing offices, writing strategy decks and brand architecture documents, we sometimes over-inflate the role our brands play in peoples’ lives. I once interviewed for a job with a senior executive at Apple. He told me that every Saturday,… Read More

digital transformation

“Technology changes exponentially; organizations change logarithmically.” Scott Brinker described this observation as “Martec’s Law” five years ago, but I think the same can be said beyond the world of marketing technology to digital transformation in general. Scott went on to write: “I believe these two things are true: “1. Technology is changing very rapidly, and those changes seem to be… Read More

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

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

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