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To its millions of loyal customers world-wide, the Hallmark brand stands for more than just greeting cards; it embodies the elusive item every company hopes to capture—the customer’s heart. Hallmark has found that one of the keys to attaining superior customer loyalty is through emotion. Now for the first time, Hallmark reveals its groundbreaking strategy: Emotion Marketing. This strategy can help any company create an emotional bond with customers for a competitive advantage in the marketplace. Emotion Marketing will reveal: • How emotion works to cement customer loyalty • The 3 Emotional E’s—Equity, Experience, and Energy Scott Robinette (Kansas City, MO) is General Manager of Hallmark Business Expressions. Claire Brand (Kansas City, MO) is Customer Marketing Manager at Hallmark. Vicki Lenz (Atlanta, GA) is a writer, consultant, and speaker on business, leadership, and marketing.
Fidelity, Hallmark, Michelin, and Wal-Mart are renowned industry powerhouses with long leadership track records. Yet these celebrated companies are united by another factor not generally equated with competitive success: They are all family-controlled businesses. While many view the hallmarks of family businesses—stable strategies, clan cultures, and unencumbered family ownership—as weaknesses, Danny Miller and Isabelle Le Breton-Miller argue that it is these very characteristics that create formidable competitive advantages for many such firms. Managing for the Long Run draws from a worldwide study of enduring, family-run organizations—including Cargill, Timken, L.L. Bean, The New York Times, and IKEA—to reveal their unconventional success strategies and how these strategies can be adopted and applied in any organization. Miller and Le Breton-Miller show how four driving passions of family-run firms—command, continuity, community, and connection—give rise to a set of practices that defy modern management thinking yet ensure a company’s long term competitive advantage. Outlining how these practices can enhance strategic efforts from operations to brand leadership to innovation, this book shows what every company must do to manage for the long run.
How does one choose between a brand name and a generic named product? Why does one choose an item with a slightly lower price than the other? The answer is emotion. The Marketing Power of Emotion, provides a complete, original and anecdote rich account of the marketing power of emotion. This book is written by two of the leading practitioners in the field and is complete with thorough references and real life examples to follow. Emotions, whether it is realized or not is one of the central factors in our buying behavior. Emotions energizes the motivation to buy and certain persuasive techniques are more effective than others are when marketers are trying to resonate emotionally with consumers. This book covers all the essential topics, including the scope of emotion in marketing and how in response to these emotions customers make product appraisals. Finally, this volume covers branding and how emotions play a role in how consumers become loyal to brands.--Publisher's description.
Despite the time and money spent on market research, 60% to 80% of new offerings fail.
Originally known as a brand for greeting cards, Hallmark has seen a surge in popularity since the early 2010s for its made-for-TV movies and television channels: the Hallmark Channel and its spinoffs, Hallmark Movie Channel (now Hallmark Movies & Mysteries) and Hallmark Drama. Hallmark's brand of comforting, often sentimental content includes standalone movies, period and contemporary television series, and mystery film series that center on strong, intuitive female leads. By creating reliable and consistent content, Hallmark offers people a calming retreat from the real world. This collection of new essays strives to fill the void in academic attention surrounding Hallmark. From the plethora of Christmas movies that are released each year to the successful faith-based scripted programming and popular cozy mysteries that air every week, there is a wealth of material to be explored. Specifically, this book explores the network's problematic relationship with race, the dominance of Christianity and heteronormativity, the significance placed on nostalgia, and the hiring and re-hiring of a group of women who thrived as child stars.
For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, General, and Transactional dimensions of customer satisfaction and loyalty process in the customer contact environment. As customer contacts can be a source of negative emotions and it is desirable to increase positive emotions in the contact center environment, this research focuses on the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular. Taking the ESCC as a starting point, this research demonstrates that frontline employees are able to observe and register customer satisfaction during service encounters, and suggests that the ESCC information can be employed for recovering service failures, increasing sales productivity and organizational learning for more customer satisfaction and loyalty.
Jaime Romano has for several decades been studying the human brain. As a neuroscientist and marketing consultant, he has amalgamated his knowledge from these fields to create a pioneering model which explains the mental processes that are triggered after we receive a stimulus through our senses, until they lead to an action. An understanding of this model, called Romano ́s Neuropyramid, is a prerequisite for those who are starting in the neuromarketing field and essential reading for marketeers and publisists. The author takes us on a journey through the various levels of the Neuropyramid: attention, sensory activation, emotion, cognition, action regulator and action, through examples, diagrams and friendly language, that remind us of our own experience and invites introspection. Thus, it is possible to understand what happens at the subconscious and intuitive levels in our mind, which substantially increases our ability to predict the action outcome and therefore, consumer behavior.
This multinational, multidisciplinary collection of essays focuses on Hallmark Channel movies and Hallmark’s position in the changing North American media landscape. This book covers the ‘Countdown to Christmas’ offerings, year-round productions, made-for-TV mysteries and romances, Hallmark’s use of specific filming locations, and its relationship to viewer desires. Chapters examine Hallmark’s position in a changing sociopolitical context and the tensions the company must navigate in creating more “progressive” content; they discuss issues of gender, race, sexuality, and place, as well as analyzing the extensive ranges and reactions of social media participants and interrogating the nature of Hallmark’s popularity. Suitable for scholars and students of film and tv and popular culture studies, this is a multifaceted look at both Hallmark and its viewers at a particular moment of Hallmark’s market dominance.
Coming to Our Senses positions affect, or feeling, as our new cultural compass, ordering the parameters and possibilities of what can be known. From Facebook "likes" to Coca-Cola "loves," from "emotional intelligence" in business to "emotional contagion" in social media, affect has displaced reason as the primary catalyst of global culture. Through examples of feeling in the books, film, music, advertising, cultural criticism, and political discourse of the United States and Latin America, Reber shows how affect encourages the public to "reason" on the strength of sentiment alone. Well-being, represented by happiness and health, and ill-being, embodied by unhappiness and disease, form the two poles of our social judgment, whether in affirmation or critique. We must then reenvision contemporary politics as operating at the level of the feeling body, so we can better understand the physiological and epistemological conditions affirming our cultural status quo and contestatory strategies for emancipation.