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Ken Lonyai

Digital Innovation Strategist, co-founder
ScreenPlay InterActive

First, to all the doubters, this is not an anomaly, but a portent of things to come (sooner than later) in all industries.

I like it, it's a step in the right direction, and can be meaningful to customers if deployed thoughtfully, carefully and as a customer-selected alternative to human...

Pay-per-Laugh is a really cool and inventive idea. Not only did it create curiosity to drive audience engagement, but it worked as an amazing PR tool as well. In my mind, the results were predictable. Bravo!

And there lies the issue with these technologies for retail. Retailers are looking at...

Execution and authenticity are the real keys to the support issue. The mode of communication is secondary.

In the past few years, it seems that credit card call centers have vastly improved and often the support people are based in the U.S. While sometimes web chat has been helpful, I've...

This new program has spread across the media like wildfire, but my feeling is that Whole Foods' customers' buying habits won't be that affected by it. It's unlikely that the rating system will be a driver of new customers to their stores. The company already serves the demographic that...

As George points out, "one of Amazon's advantages versus physical store competitors has been its relative lack of overhead ... " This location has serious overhead. So I'm taking the conservative position and am not convinced that this truly portends things to come. This store is likely a marketing/hype...

I believe that this phenomenon is largely a reflection of the management of a restaurant and is applicable to any business really. Places that care about customers, hire carefully, and train their workers to care or at least adopt the company's customer policies, will likely have lower incidences of...

The benefits can be the same anywhere, but there is a little more to it than free food, or literally enabling consumers to experience the product to determine likes or dislikes.

Sampling done well is a social interaction that breaks down the barrier between purveyor and customer and momentarily suspends...

If security checks are necessitated to ensure that employees are performing their duties in a manner acceptable to their employer (i.e., w/o stealing) then that is part of their time on the job and they must be paid. If the employer feels otherwise, maybe it needs to "hire better...

Wow that's some investment in price competitiveness! It's a great time to be buying food in the U.K., but this sounds like an eventual realignment of the existing grocery landscape. Either Morrisons and other big competitors will have to bleed the discounters into a hole and out-survive them on...

There is an implied message here that generations other than Millennials are not cynical and skeptical, or at least not as many as three in 10. If that were true, marketers must have been geniuses before the advent of this generation. Since we know that is not the case,...

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