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25 Quotes
to Help
You Ignite
Customer
Connections
About Igniting Customer Connections:
Fire Up Your Company’s Growth By Multiplying
Customer Experience & Engagement
During the past few years I have seen clients fundamentally change the
performance of their marketing by simultaneously focusing their strategies on
improving how customers engage with their brand and how they (and the
broader base of consumers) experience the brand. They’re not just observing
this connection. They’re proactively allocating marketing strategies and dollars to
improve engagement and experience – and ultimately, improving business
outcomes – including sales, share of wallet, and brand equity – dramatically.
That said, I wanted to write a book not based on theory or simple anecdotal
examples. So I have commissioned proprietary research that provides clear
insight and direction in terms of how we, as marketers, should optimize the
range of diverse new channels, media, and technologies to drive brand and
business equity.
I wrote Igniting Customer Connections to help marketers like you use data,
content, and technology to forge customer connections in ways that were
unthinkable just a few years ago. This book is intended to help you take
advantage of the amazing capabilities available today. And also get the respect
(and promotion, of course) that hard-working marketers deserve. It provides a
unique set of research and intellectual property designed to guide you to the
next generation of successful marketing – turning marketing from a cost center
to a vital function that systematically drives profitability for your organization.
Andy Frawley,
Author of Igniting Customer Connections
President of Epsilon
Table of Contents
Customer Connections
Technology
Moments of Truth
Data
Marketing Strategy
Customer Connections
Technology
Moments of Truth
Data
Marketing Strategy
“Igniting customer
connections starts
with a single spark-
a new idea,
a revolutionary
approach, or advice
that makes a
real difference.”
“The balance of
power has shifted
from brand to
consumers. And the
impact of consumer
empowerment cannot
be underestimated.”
“Until you look at a
customer holistically,
you will not be able
to optimize the
relationship.”
“Every consumer is a
unique collection of
accumulated and
ever- evolving values
and choices.”
“ROE2 gives you a new way to
create, nurture, and ignite
your customer connections.”
Customer Connections
Technology
Moments of Truth
Data
Marketing Strategy
“Consider what you
need to ignite and
nurture customer
relationships, then find
the technology that
makes it happen.”
“Technology can help
you build strong
customer relationships.
Or it can do the
opposite. It’s all about
what you do with it.”
“Significant
advancements in
many of the
capabilities and
technologies are
fueling a major and
ongoing digital
disruption in
marketing.”
“Now media is in
the palm of every
consumer’s hand,
and everyone is
a producer.”
“On the Internet,
emotions are easily
shared, for better
or for worse.”
“Technology isn’t
the salvation of
marketing. While it
may accelerate and
enable the brain of
your organization,
people remain at
its heart.”
Customer Connections
Technology
Moments of Truth
Data
Marketing Strategy
“The atomic moment
of truth is a critical
point of interaction.”
“Every atomic
moment of truth is
an opportunity for a
brand to understand
and impact
engagement and
experience.”
“Remember real-time
is not always the
right time.”
Customer Connections
Technology
Moments of Truth
Data
Marketing Strategy
“It all starts with data.
Data leads to insights and
action. But you have to
have the right data first.”
Elmer Smith,
Vice President of Customer
Strategy, JCPenney
“Never before have
marketers had the
opportunity to drive
such dramatic
improvements in
their business.”
“Without consumer data…
the spark would
simply go out.”
“Big Data by itself isn’t a
strategy. Big Data can
help you build an
advantage and make you
more competitive.”
John Costello,
President of Global Marketing
and Innovation, Dunkin’ Donuts
Customer Connections
Technology
Moments of Truth
Data
Marketing Strategy
“In the world of
marketing, getting
your organization
right is critical.”
“Perfectionism
has its place,
but so does
experimentation.”
“Any marketing
organization that
ignores its customers’
privacy does so at its
own peril.”
“Engage in the
dialogue at a
national, regional,
or local level. But
definitely engage.”
“Content is
everything that
rises above the
clutter and noise.”
When it comes to loyalty,
“we treat our members
like they’re part of an
exclusive club.”
Patrick Brady,
President of Marketplace and
Ecommerce, Angie’s List
“If you’re not
changing, you’re
standing still. And
that makes you
vulnerable to the
competition.”
Visit www.IgnitingCustomerConnections.com
to order your copy.

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25 quotes to help you ignite customer connections

  • 1. 25 Quotes to Help You Ignite Customer Connections
  • 2. About Igniting Customer Connections: Fire Up Your Company’s Growth By Multiplying Customer Experience & Engagement During the past few years I have seen clients fundamentally change the performance of their marketing by simultaneously focusing their strategies on improving how customers engage with their brand and how they (and the broader base of consumers) experience the brand. They’re not just observing this connection. They’re proactively allocating marketing strategies and dollars to improve engagement and experience – and ultimately, improving business outcomes – including sales, share of wallet, and brand equity – dramatically. That said, I wanted to write a book not based on theory or simple anecdotal examples. So I have commissioned proprietary research that provides clear insight and direction in terms of how we, as marketers, should optimize the range of diverse new channels, media, and technologies to drive brand and business equity. I wrote Igniting Customer Connections to help marketers like you use data, content, and technology to forge customer connections in ways that were unthinkable just a few years ago. This book is intended to help you take advantage of the amazing capabilities available today. And also get the respect (and promotion, of course) that hard-working marketers deserve. It provides a unique set of research and intellectual property designed to guide you to the next generation of successful marketing – turning marketing from a cost center to a vital function that systematically drives profitability for your organization. Andy Frawley, Author of Igniting Customer Connections President of Epsilon
  • 3. Table of Contents Customer Connections Technology Moments of Truth Data Marketing Strategy
  • 4. Customer Connections Technology Moments of Truth Data Marketing Strategy
  • 5. “Igniting customer connections starts with a single spark- a new idea, a revolutionary approach, or advice that makes a real difference.”
  • 6. “The balance of power has shifted from brand to consumers. And the impact of consumer empowerment cannot be underestimated.”
  • 7. “Until you look at a customer holistically, you will not be able to optimize the relationship.”
  • 8. “Every consumer is a unique collection of accumulated and ever- evolving values and choices.”
  • 9. “ROE2 gives you a new way to create, nurture, and ignite your customer connections.”
  • 10. Customer Connections Technology Moments of Truth Data Marketing Strategy
  • 11. “Consider what you need to ignite and nurture customer relationships, then find the technology that makes it happen.”
  • 12. “Technology can help you build strong customer relationships. Or it can do the opposite. It’s all about what you do with it.”
  • 13. “Significant advancements in many of the capabilities and technologies are fueling a major and ongoing digital disruption in marketing.”
  • 14. “Now media is in the palm of every consumer’s hand, and everyone is a producer.”
  • 15. “On the Internet, emotions are easily shared, for better or for worse.”
  • 16. “Technology isn’t the salvation of marketing. While it may accelerate and enable the brain of your organization, people remain at its heart.”
  • 17. Customer Connections Technology Moments of Truth Data Marketing Strategy
  • 18. “The atomic moment of truth is a critical point of interaction.”
  • 19. “Every atomic moment of truth is an opportunity for a brand to understand and impact engagement and experience.”
  • 20. “Remember real-time is not always the right time.”
  • 21. Customer Connections Technology Moments of Truth Data Marketing Strategy
  • 22. “It all starts with data. Data leads to insights and action. But you have to have the right data first.” Elmer Smith, Vice President of Customer Strategy, JCPenney
  • 23. “Never before have marketers had the opportunity to drive such dramatic improvements in their business.”
  • 24. “Without consumer data… the spark would simply go out.”
  • 25. “Big Data by itself isn’t a strategy. Big Data can help you build an advantage and make you more competitive.” John Costello, President of Global Marketing and Innovation, Dunkin’ Donuts
  • 26. Customer Connections Technology Moments of Truth Data Marketing Strategy
  • 27. “In the world of marketing, getting your organization right is critical.”
  • 28. “Perfectionism has its place, but so does experimentation.”
  • 29. “Any marketing organization that ignores its customers’ privacy does so at its own peril.”
  • 30. “Engage in the dialogue at a national, regional, or local level. But definitely engage.”
  • 31. “Content is everything that rises above the clutter and noise.”
  • 32. When it comes to loyalty, “we treat our members like they’re part of an exclusive club.” Patrick Brady, President of Marketplace and Ecommerce, Angie’s List
  • 33. “If you’re not changing, you’re standing still. And that makes you vulnerable to the competition.”