It’s 1900. Hawaii becomes an official U.S. Territory, L. Frank Baum publishes The Wonderful Wizard of Oz, and the American automobile industry consists of 500 luxury automakers producing handmade vehicles that start at $1,500 (roughly $41K today). By 1906, the automobile industry is so unattractive that it divides a nation.
“We do not currently support Apple Pay!!” According to numerous industry articles over this past weekend from the likes of Verge, Mashable, GigaOm, a number of retailers—Walmart, Gap, Best Buy, Old Navy, 7-Eleven, Kohl’s, Lowe’s, Dunkin’ Donuts, Sam’s Club, Sears, Kmart, Bed, Bath & Beyond, Banana Republic, Stop & Shop, Wendy’s, and most major U.S. gas station chains—have dug their heels in. Collectively, these retailers have formed a joint venture (MCX), to build their own mobile payment app, called CurrentC, which is planned to launch in 2015. MCX has been working on a mobile payment solution since 2011, to avoid paying the 2-3% credit card transaction fees charged by the likes of Visa Inc.
"No great artist ever sees things as they really are. If he did, he would cease to be an artist."
As we work on refreshing the Macquarium brand, I have been reflecting on our roots, and where we are headed. Prospects often ask me what makes Macquarium different? My answer is a steadfast “our people, how we think, and the results we deliver for our clients”. Yes, we have methodologies, great case studies and awards, but it's employees, their talent, passion for the work they do, and client success that drive an agency’s success. It’s people that start companies, design products and services, buy those products and services, consume them, and essentially shape the brand. It’s people that spark innovation, create the culture, and harness the energy to do great things for clients. So, it’s a fitting time to salute the 22 year heritage Macquarium enjoys as a human-centered digital pioneer. It’s also fitting to share some excitement about where we are headed. In addition to our people, it’s about…
Last week, in the heart of Boston, Macquarium was honored with the opportunity to speak to the good folks of the SCORE Conference on Customer Analytics. Specifically, on how analyzing customer feedback can drive loyalty through enhancing existing products and services, as well as informing the development of new ones. We were fortunate to have a wonderful discussion on a number of topics ranging from Customer Centricity, NPS, Customer Experience Planning, and Singular View of The Customer. For more context, please find my deck here: How To Drive Loyalty Through Customer Analytics