In this episode, we talk to the General Manager and Chief Strategy Officer of Havas CX Helia North America, Liz Roche. We cover changes in the agency model, under-utilisation of market technology, how to make the most of Facebook and diversity with marketing agencies.

And it really is 'We' this time - we managed to get our technical issues sorted out so both Jen and I appear. Which is nice.

External links referenced:

• 'How to Be an Antiracist' by Ibram X. Kendi CLICK HERE
• Havas CX Helia North America's website CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

In this episode, we chat to Chris Bland, Director at Walnut Unlimited, who describe themselves as "the  human understanding  agency". 

We cover the role of market research and its evolution created by adding in new disciplines like behavioural and neuroscience and some of the tools and techniques that those things entail. We cover quant, qual, NPS and more.

External links referenced:

• Walnut Unlimited's website. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

In this episode, we talk to the CEO of Loyalty & Reward Co (Australia's leading loyalty consulting agency) and author of 'Loyalty Programs: The Complete guide', Phil Shelper. We cover off topics like the value of loyalty programs, their future (including Blockchain) and the ups and down's of running your own business. 

We also bring back the "What we're loving this week" section. Rob talks about the book "How not to plan - 66 ways to screw it up" and Jen brings up Havas CX's X-Index - a way of measuring the impact of customer experience and how different companies compare.

External links referenced:

• Loyalty & Reward Co website. CLICK HERE
• 'How not to plan: 66 Ways to Screw it Up' by APG Ltd. CLICK HERE
• Havas CX's X-Index. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

We talk to Charlotte Stewart, a Marketing Consultant who has worked in the art world for over a decade. We talk through the challenge of marketing in such a unique industry - one built on the scarcity of supply and taste. 

From working at Christie's to starting her own consultancy working within the secondary art market and newer peer to peer selling platforms,  Charlotte has some fascinating insights for all marketers.

External links referenced:

• Charlotte's website. CLICK HERE
• LiquidCX UK's website. CLICK HERE
• Choice Hacking website. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

In this episode, we discuss what is probably the most famous video game of the last 4 - 5 years: Fortnite. Using the Four P's framework we break down what Fortnite did right and how it has become a marketing channel in its own right attracting monster brands like Marvel, Star Wars and more. 

External links referenced:

• Rob's in-depth Fortnite article. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

In this episode, we delve further into the world of video games and marketing by interviewing Ross Thompson AKA TommyT999 - a content creator with 687,000 subscribers on YouTube. We talk about his career as a content creator, how he works with brands and how they can use streaming in their marketing mix.

From how he got started, the vagaries of the YouTube algorithm, creativity vs commerce, and the future of his channel, this interview provides lessons for anyone thinking of becoming a content creator or indeed working with them within a marketing plan.

External links referenced:

• Ross's YouTube channel. CLICK HERE
• Ross's Instagram channel. CLICK HERE
• Rob's article on Fortnite. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

Rob sits down with James Ray, CEO and Co-owner of Armadillo - a CRM agency based in Bristol in the Southwest of the UK with major global clients including Disney, McDonald's and Carnival Cruises. They discuss life as an independent agency, peer into the future of agencies and the impact of COVID on Armadillo.

External links referenced:

• Armadillo's website. CLICK HERE
• Bristol Creative Industries website. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

In this episode, Rob sits down with Eric Folliot, European Marketing Director for Square Enix - publishers of the Final Fantasy, Tomb Raider and Marvel's Avengers franchises to name a few. We discuss changes in the video games industry that are having seismic effects for marketing both within and outside of the industry.

From the emergence of games as a service, the rise of video game streamers, the growth of eSports and the introduction of new distribution and payment models like Xbox Game Pass and PlayStation Now, the video games industry is changing and presenting fascinating marketing opportunities for brands willing to get on board.

External links referenced:

• Square Enix's website. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

In the first episode of 2021, we sit down with Mark Bainbridge, Co-founder of Dragonfly AI. Dragonfly is a suite of visual AI products that uses cutting edge neuroscience to accurately predict how the design of any content or experience influences what your audience sees first, across any channel.

We discuss launching and marketing a start-up, cultural differences when working in a start-up versus an established brand, and whether AI as a term is a help or hindrance when selling in a new product.

External links referenced:

• Dragonfly's website. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE

0.00 - 0.20: An introduction to the podcast.

0.24 - 24.02: In the main section, we investigate the Marketing and CX ideas that help make Starbucks so successful. We discuss behavioural science, reward programs, culture and more.

29.47 - 33.34: Outro.

External links referenced:

• Jen's article on the psychology of Starbucks which features many articles and resources discussed in the podcast. CLICK HERE
• 'Why Starbucks failed in Australia' by Leo Saini. CLICK HERE
• 'How important is Starbuck's loyalty program? on the Motley Fool. CLICK HERE 
• A summary of Robert Cialdini's 'Influence' book. CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE