Mn Ama Get In The Game Podcast

Managing The Customer Experience"You need to pay attention to all the little details."Download and ListenA brand is just an empty promise without a customer experience.  Bernd Schmitt introduces the five-step Customer Experience Management (CEM) framework, a comprehensive tool for managing the customer experience and connecting customers to a brand at every touch-point.  He presents cases of successful CEM in a wide variety of consumer products, services and B2B industries.  Most important, he examines organizational resources needed for managing customer experiences.Click here to stream podcast if you can't download it.

Why WOW Works"It doesn't feel like a hospital. It doesn't look like a hospital. It doesn't smell like a hospital"Download and ListenInspired by a rare opportunity to go where no other hospital in the Midwwest had gone, Woodwinds Health Campus in Woodbury dared to challenge healthcare tradition and create a fundamentally unique hospital experience.  The awared winning, state-of-the-art facility and leading edge technology alone have attracted attention from around the globe.  The Woodwinds story is also about the power of convictions, passion and courage-- astory that will change the way you think about healthcare.  Dina helped to launch the campus and introduce "the Woodwinds experience" to local and global audiences alike.  She manages the Woodwinds' unique brand image and directs all advertising, promotion and communication.  Dina has nearly 20 years of experience in journalism, marketing and customer service.Click here to stream podcast if you can't download it.

Experience As A Value Proposition"Creating more value for customers is where the rubber really meets the road"Download and ListenDiscover how Deluxe Corporation changed its business model for personilized checks given the huge decline in written checks and the industry's increasing evolution and erosion due to new technologies.  The key was using a specific methodology for designing the "ideal" customer experience.  Lou Carbone is widely recognized as the thought leader who launched the "experience" movement.   He is the author of Clued In- How to Keep Customers Coming Back Again and Again.  Chuck Feltz is senior vice president of sales and marketing for Deluxe's paper payment systems.Click here to stream podcast if you can't download it.

Emotional Decision Making"I think the big lie in business is that it's all rational. No, we really go on gut instinct."Download and ListenWhat does the customer really think?  Read their face.  Dan Hill of Sensory Logic and Ann Ness of Cargill tell how Sensory Logic helped Cargill sharpen its TV advertising as part of its brand repositioning strategy.  Breakthroughs in brain science show that even in B2B situations, people are primarily emotional decision makers.  Lear more about how to connect on this crucial, differentiating level.Click here to stream podcast if you can't download it.

Using The Senses In Experiential Design"We act as a translator between what the consumer is desperately trying to tell us and what the developer has to do back in the lab"Download and ListenSo your product is a cookie, and you want it to smell like mom's kitchen. ""Well, which mom, what does her kitchen smell like and how strong should the smell be?" says Suzanne Pecore of General Mills. Suzanne works with sensory specialists -- people who can accurately describe the nuances of how something tastes, smells, feels, sounds and looks. She tells us why you can't just take what the consumer tells you about your product at face value and why sometimes you need a "translator".Click here to stream podcast if you can't download it.

Immersing Yourself In Your Customer's World"The product that you're designing is really the most powerful experiential marketing tool that you have"Download and ListenDan Titcomb President of Pulse Innovation borrows the tools of anthropology to do marketing work. He gets inside the customer's head using ethnographic research -- total immersion in the customer's world. Dan tells us how that can lead to great products and great customer experiences.Click here to stream podcast if you can't download it.

Design and Emotion"We play with your mind."Download and ListenToday's products seem devoid of the emotional component of human achievement.  Could it be in part because we are taught to read and write but no one teaches us how to see?  Take a light-harted look at the connection between the heart and the mind.  Open up possibilities of looking differently at the designs you choose to purchase or participate in shaping.  Casey Carlson's experience spans more than 30 years of product development and contributions to many new products inside and ouside of 3M.  He's taught industrial design, practiced it with two internationally known industrial design studios and holds more than 50 patents.Click here to stream podcast if you can't download it.

Eric Block Designing a Brand Experience Download and Listen Design has never been more critical as a tool for marketers to differentiate their brands and create positive impressions with consumers. Go behind the scenes of several case histories including the Islands of The Bahamas, Starbucks Doubleshsot, and Sony Gallery in Shanghai to see how design can be used to create a unique brand experience. Eric Block enjoyed 17 years with Fallon Worldwide and today heads up Duffy & Partners' operations and business development. He is also senior strategist for branding initiatives for clients such as Coca-Cola, Lawson Software, Kerzner Resorts International, Aveda, the Susan G. Komen Breast Cancer Foundation, The Thymes, and Jim Beam. Click here to stream podcast if you can't download it.

Peter Skarzynski New Rules of Marketing Innovation Download and Listen The go-to-market landscape is undergoing significant transformations, with SMOs and business leaders witnessing the emergence of a new set of marketing-innovation rules. These rules influence how we conceive and develop products, and how we bring them to market; redefine how we advertise and promote our established brands, and how we measure and evaluate the effectiveness of marketing programs. Our expert guide through this changing terrain is Peter Skarzynski, founder and CEO of Strategos with than 20 years of consulting experience. Click here to stream podcast if you can't download it.

Mark Murray Creating a Branded Customer Experience Download and Listen Many good ideas never make it beyond the concept stage. Processes are crucial to successfully making that leap from concept to action. Mark Murray of Retail Experience Design tells us how to successfully move from concept to action when creating a branded customer experience. Click here to stream podcast if you can't download it.

Bud Hanson Measuring Marketing Effectiveness Download and Listen Be ready when your boss asks "Now what did we get for that?" Bud Hanson has been on the brand side questioning the spending as well as the agency side justifying the event. He explains how to help create experiences that are metric friendly and provide more than just numbers of impressions and samples delivered. Bud spent 15 years at Nestle Purina, most recently creating a group within Purina dedicated to experiential marketing. In 2004, Bud formed Fish-On Marketing. Click here to stream podcast if you can't download it.

Peter Office Successful Mobile Marketing Download and Listen Find out how a successful retail-based mobile marketing program can be economical, reinforce premium positioning, and effect sales. Cigar maker Macanudo's American Passion Tour, a 45-foot cigar lounge on wheels, has visited top retail accounts during the past five years. The opportunity for smokers to sample new products in an environment modeled after Manhattan's ritzy Club Macanudo has produced smokin' results. Peter has been creating and producing interactive marketing events for more than 20 years. Click here to stream podcast if you can't download it.

Chris Hiland Same Event Different Reactions Download and Listen For the past two years, Jack Morton Worldwide's annual Experiential Marketing Survey has revealed consumers' preferences for learning about brands and making purchase decisions. Listen and learn what Jack Morton Worldwide learned using this proprietary research. You'll deiscover how experiences trigger different emotions and behaviors, why different groups react differently to the same event, and how you can effectively position events in your brand's marketing mix. Speaker Chris Hiland is Managing Director of Jack Morton Worldwide's Chicago operation . Click here to stream podcast if you can't download it.

Bernd SchmittManaging The Customer Experience"You need to pay attention to all the little details."Download and ListenIs your product a lot like your competitors? How can you differentiate if the features and quality are pretty much the same? Bernd Schmitt says as product differences become smaller, the big differentiator is the customer experience. Bernd is one of the leading experts in experiential marketing. He will tell you how to get customers to sense, feel, think and relate to a brand.Be sure to get to the MN-AMA Fall Conference on time! Bernd is our morning keynote speaker at 8:00 AM on November 3, 2005.Click here to stream podcast if you can't download it.

Bud HansonMeasuring Marketing Results"It's a little bit like nailing Jello to the wall."Download and ListenWhat do you do when your boss asks "what did we get for our marketing dollars"? If you follow Bud Hanson's advice, you'll have a good answer. Bud says measuring results is tough because the mediums are changing faster than the ways to measure them. But you can be successful if you plan ahead. Bud shows us how.Bud speaks at 1:45 P.M. on November 3, 2005 at the MN-AMA Fall Conference.Click here to stream podcast if you can't download it.

Casey CarlsonDesign and Emotion"We play with your mind."Download and ListenHow can a rock help you sell? Casey Carlson is an expert on how what we see makes us feel. He's an expert in industrial design at 3M with more than 30 years of experience. He'll tell you how the form and feel of a smooth lake-side rock is enticing consumers to pick up one of 3M's products. Come listen to Casey and you'll never look at a Corvette the same way again!Casey speaks at 9:30 A.M. on November 3, 2005 at the MN-AMA Fall Conference.Click here to stream podcast if you can't download it.

Dina FassinoWhy WOW Works"It doesn't feel like a hospital. It doesn't look like a hospital. It doesn't smell like a hospital"Download and ListenA hospital is not usually the first thing you think of when you say the words "inviting" and "resort-like". But those are words people use to describe the Woodwinds Health Campus. This unique health care concept gets high satisfaction ratings from patients and staff... and it's financially successful. How did Woodwinds hit the bullseye? Dina Fassino tells us how they built "the Woodwinds Experience" from the ground up.Dina speaks at 1:45 P.M. on November 3, 2005 at the MN-AMA Fall Conference.Click here to stream podcast if you can't download it.

Experiential Branding"It's not just about selling a product to me once...the storytelling needs to go on."Download and ListenWhy would you create a store where you can't buy anything? Eric Block takes us behind the scenes of a huge experiential marketing project China that he helped design. He'll show us how to make a master visual blueprint that works for huge and small projects alike.Eric speaks at 1:45 P.M. on November 3, 2005 at the MN-AMA Fall Conference.Click here to sream podcast if you can't download it

Linda Hall WhitmanReinventing Healthcare"The satisfaction with MinuteClinic has consistently been 99%"Download and ListenPatient satisfaction for health care is generally about 78%. So how has does MinuteClinic end up with a patient satisfaction rating of 99.9%? MinuteClinic Founder and COO Linda Hall Whitman tells us it's because of a carefully designed customer experience -- not just for the end user, but for the retail stores such as Target, Cub and CVS that host MinuteClinic, the employees, and the insurance companies. Linda tells us how MinuteClinic got "buy in" from these very different groups.Linda speaks at 3:00 P.M. on November 3, 2005 at the MN-AMA Fall Conference.Click here to stream podcast if you can't download it.

Suzanne PicoreUsing The Senses In Experiential Design"We act as a translator between what the consumer is desperately trying to tell us and what the developer has to do back in the lab"Download and ListenSo your product is a cookie, and you want it to smell like mom's kitchen. ""Well, which mom, what does her kitchen smell like and how strong should the smell be?" says Suzanne Pecore of General Mills. Suzanne works with sensory specialists -- people who can accurately describe the nuances of how something tastes, smells, feels, sounds and looks. She tells us why you can't just take what the consumer tells you about your product at face value and why sometimes you need a "translator".Suzanne speaks at 1:45 P.M. on November 3, 2005 at the MN-AMA Fall Conference.Click here to stream podcast if you can't download it.