Imagine being able to tap into your VIP customers whenever you have a burning issue. That issue that’s been lingering in your mind, soaking up valuable time within the team, debating the pros and cons. When in most cases, customers can give you the answer.Recently a friend shared a story of a series of frustrating […]
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It’s no secret we have a serious Trust Gap at many levels of society. In this article I’ll discuss the background to why we have a Gap – and how business can close it, using the power of customer conversations.Journey to the edge …Customer Experience is the now the realm of a dazzling array of […]
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Insights vs. Facts – the key to winning is knowing the difference!In popular usage Insights is often a substitute term for Market Research.We all do it! In entertainment brands it can be seen as more contemporary, tied with the actual outcomes you get from the research process. Fair enough.It’s also a friendlier word to engage […]
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Bring it on!You’re only as good as your last play.“Can’t you hear, can’t you hear the thunder …”Springtime in September in our Lands Down Under is a feast of riches for sports-fans. With a choice of the Australian AFL and NRL finals, and the international Rugby Championship.And a whole new level of intensity and skill for players, […]
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What’s MISSING from market research for entertainment brands?What are the roadblocks to being more engaging, and actionable?And what to do about those falling response rates, and the same old surveys?I call it the 5 SENSES OF FAN RESEARCH.1. Purpose2. Community3. Fun4. Value5. InfluenceAnd not forgetting the SIXTH SENSE. Find out more at the end …Being a fan is […]
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Tip #1 – All marketing is relationships.Your insights program shouldn’t be treated any differently to your marketing. Trust is a critical issue for business today. Our online world has left us open to attack. Customers must feel respected and safe, as in any relationship. When gathering any form of insights, there are 3 Key Rules a marketer […]
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In the final day seven, we’re talking about using insights to drive innovation. When you have conversations with fans, listen closely to what they say about their experience. And how their ‘real life’ connects with your club. Because you’ll pick up valuable grass-roots insights to use in brainstorming. As a simple creative technique, try joining unrelated thoughts together to […]
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Day six we’re talking about avatars. That is, building a detailed picture of your ideal target fans. Using not only demographics, but also telling the story of what their life is like. And how your club emotionally fits in their life. What makes them feel a special part of your community? And how can you tap into those motivations to […]
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Day five we’re talking about what pop-stars know about fans. For instance, Taylor Swift, with over 300 million Facebook followers. And her secret, like sport, is tribal . She knows which of her fans have their own large audience, and gives them exclusive experiences. So they in turn, influence their friends, and amplify her reach. Creating a community for special […]
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