I think the two situations in which "customer obsession" is a meaningful corporate value are: a) life or death matters are involved b) you see enough sides of a customer's life that the internal model is not a one-product cartoon (ie all the broad tech platforms)
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When you see ads for (for eg) coca-cola or pringles, it is clear that the marketers understand this isn't your life, it's a snack. The lifestyle narratives presented in commercials has a subtext of cheerful irony/absurdity. This is missing in DTC ads I see on Facebook.
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Very few products in traditional marketing unironically positioned themselves as identitycore products. Cars perhaps. Education (college). Healthcare and insurance products.
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I was in a meeting for an OTA once and they talked about designing their app so vacationers would structure their trip around it and check it constantly - this was taken to be reasonable since people also used google a lot
Thanks. Twitter will use this to make your timeline better. UndoUndo
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