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After several years of near steady state, the market share of Colgate Palmolive Canada Inc. in the toothpaste category has gathered momentum in 2012. In a bid to extend the gap between the company and its primary competitors in the category in 2013, the vice-president of customer development is discussing the options with his team at company headquarters in Toronto. Market share is an important performance metric at the company. One suggestion is to increase the marketing budget. There is a general consensus that marketing dollars should not be diffused across activities during the year, but there are differences of opinion about what to focus on - trade promotions, consumer promotions or advertising - in order to sustain the momentum in market share in 2013.

Miranda Cresswell, marketing director, and Greg Marsh, founder and CEO of onefinestay, were grappling with branding and positioning dilemmas. onefinestay offered high-end home rentals to travelers who sought a more authentic and local experience than a typical upscale hotel might provide. onefinestay's brand had been "hacked" together quickly during the company's early years. After five years of rapid growth, Marsh brought Cresswell on board to do a comprehensive analysis of the company's brand and its positioning in the marketplace. Cresswell had spent several months gathering data and insights, and was starting to experiment with use case scenarios that took a crack at segmenting the company's customers. The preliminary results were interesting, but raised more questions than they answered, and Cresswell wondered if this was the best way to segment the market. While segmenting in this way was intriguing, it led to a branding challenge-as a start-up, it was difficult for onefinestay to have the resources to support multiple brand messages in the marketplace and different segments wanted different things from their travel experience. She pondered whether there were other ways to group customers that would allow for a more universal positioning for the brand or whether the company needed to focus on one or two segments to serve. Positioning the fledgling brand was a challenge. Who was the company competing against and how could it carve out a unique value proposition that would appeal to travelers and be differentiated from what was offered by other hospitality options? Was its current moniker "the unhotel" working for or against it?

Fishbay.in is an online store where Indian consumers can buy fish that is delivered to their home. Although the founder originally targeted individual consumers and households, he soon found that restaurants were also interested in buying fish online. Unlike individuals, restaurants were more concerned with quality than price and typically ordered larger quantities. The founder wonders whether he should stick to his original plan of targeting individual consumers or shift his focus to the restaurant business.

The chief executive officer of Malaysia Airlines (MAS) had the daunting task of sustaining a business that had suffered the tragic loss of two of its airliners in a span of just four months. Prior to this, a US$392 million loss, as well as the inability to compete with lower-cost carriers, had posed a great challenge to MAS. Management was planning to initiate a cost-cutting strategy to manage pricing and the competitive challenges of the aviation industry when these incidents shocked the world. The disasters greatly impacted customer confidence, as reflected in the company’s declining booking rates and stock prices. With its reputation severely damaged, MAS was faced with many hard-hitting questions from various stakeholders about the airline’s prospects. Many felt there was a need to transform the entire business model. The top executives pondered various options, including rebranding the airline, a new discounted pricing structure to build volume, a private equity infusion, a merger and filing for bankruptcy. Each option would have to be considered very carefully, as the changes made to the business would decide the future of MAS.

After identifying a need in the market for a simpler way to manage prenatal nutrition, three Darden classmates develop an idea for a subscription e-commerce business that provides a monthly box of nutritionist-approved prenatal snacks, recipes, personal care products, and information for expectant mothers. To determine the best name for their product, the women run Google AdWords campaigns and choose the one that performed best. But was this the right decision, or should they rerun the test with the two best-performing names? And was this the most important business decision they needed to make at this point, or were there more pressing matters to address?

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. In Chapter 1, Past, Present, and Future Opportunities for Mobile Marketing, the authors present a brief overview of the rise of smartphones and mobile technology. They review current research about consumer use of different smartphone platforms, compare smartphone use versus tablets, and characterize the marketing opportunity for mobile devices. They argue that the companies must incorporate mobile marketing into their plans to address how the strong and rapid growth of mobile devices is changing consumer behavior. They end with a series of questions to help the reader understand mobile behavior.

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. Chapter 2, Calling and Messaging, considers how mobile technology is changing the way people communicate. The authors cite research about the decrease of landlines, increase in video calling, and shift from voice calling to text messaging as critical factors in the need for mobile marketing. They explore mobile messaging and highlight important considerations for using a short messaging system (SMS) as a marketing tool. They also consider the benefits and challenges of visual messaging, such as multimedia messaging service (MMS) and rich media messaging (RMM), as well as instant messaging (IM), with real-world examples from Express and Taco Bell. They examine shifts in email marketing for mobile devices and offer practical guidance on effective email campaigns, as well as on measuring success through churn (opt-out rate) and other data.

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. In Chapter 3, Search and Web, the authors consider how consumers use mobile devices to find information. They cite research to support the popularity of mobile devices for web searches, advising marketers to respond accordingly and reviewing search engine design features such as "click to call." They highlight the importance of a responsive web design that works across multiple channels (desktops, tablets, and mobile devices) and consider the challenges of this type of design. The authors also offer guidance on mobile search engine optimization (SEO) and share practical tips from Google. They conclude with thoughts on measuring success for campaigns.

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. In Chapter 4, Mobile Applications (Apps) looks at the popularity and benefits of Apps versus websites. The authors discuss how the features and functions of mobile Apps provide more sophisticated web experiences for customers. They review different types of Apps, such as pre-installed and paid, and consider the challenges in developing an App, offering practical guidance. They explore methods for measuring success, including frequency of use and other data points. The chapter includes a brief overview of the Carolina Hurricanes App.

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. In Chapter 5, Social Media Networks, the authors explore networks such as Facebook and Instagram, as well as how those network participants (e.g. followers) interact with specific brands on social media. They suggest that branding on social media requires companies to not only to have interactive conversations, but also to invest more resources in this social media marketing. They examine how to build a customer base through mobile customer relationship management (CRM), and suggest that measuring success of social media marketing is challenging.

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. Chapter 6, Mobile Advertising (26 pages), examines how advertising for mobile devices is different from other media. The authors suggest that mobile marketing is growing and offers marketers the ability to more specifically tailor content to a target and provide an interactive experience. They explain that there is a lack of standardization in mobile advertising and review different tools, such as interstitial banners, rich media ads, and native ads. They consider social media ads, such as promoted tweets on Twitter, as well as video ads and sponsorship ads. They suggest criteria for effective ad display on specific devices with several visual examples from companies such as CNN and Walgreens. They also consider ways to target mobile advertising, including audience profile and location and share insight on measuring success.

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. In Chapter 7, Accessing Content, the authors consider how consumers receive content through either pull tactics to attract people who are actively searching or push tactics to inspire action. They review key considerations and visual examples of pull tactics, including quick response (QR) codes, mobile messaging, and near-frequency codes (NFC). They also review three push tactics: messaging, opt-in notifications within apps, and location-based services such as iBeacon.

A Beginner's Guide to Mobile Marketing is an eight-chapter book published by Business Expert Press in 2015 and written by Molly Garris, Senior Manager of Digital Marketing at Johnson & Johnson, and Karen Mishra, Assistant Professor in the School of Business at Meredith College. The authors examine factors in the growth of marketing on mobile devices and draw from current third-party research to explain how consumers use smartphones and related technology. They review the fundamentals of mobile marketing, including mobile apps, social networks, and text messaging. They also offer a strategic model for implementing a timely marketing campaign. Each chapter includes real world examples and visuals, as well as practical exercises to help the reader both understand and apply key concepts. In Chapter 8, Mobile Marketing Strategy and Resources, the authors emphasize the need to move quickly in a rapidly changing environment. Thus, they present a model for actionable long-term vision that marketers going through a lengthy strategic planning session. The NOTE model is broken into four stages: needs, objectives, tactics, and execution. The authors summarize key considerations for each stage of the model and then apply the model to a fictitious company as example. They also share insights from Jeffrey Donnell, Product Development & Innovation Manager at Whirlpool Corporation, about the value of being a "pocket brand," or a brand that utilizes mobile marketing to create relevant customer value.

Just a few years after its 2005 opening, Georgia Aquarium faced a challenge common to all experience-based businesses: After an initial rush of traffic, attendance declines as the novelty wears off. So the facility brought in V. Kumar, a Georgia State University expert on marketing research and customer engagement, who used data analysis and marketing models to identify and acquire the most-valuable future customers. Kumar's team found the top zip codes of visitors and high-spending season-pass holders and then targeted media spending at residents in zip codes with similar demographics. The big payoff in increased attendance and revenue shows that marketing science can be a potent tool for other experienced-based businesses too. This reprint contains two additional Idea Watch articles. "The Downside of Discounts" provides a visual analysis of the frequency and extent of B2B discounts and the speed with which they erode the average price for all customers. "How Government Assistance Drives Start-Ups" describes several studies showing that public subsidies and insurance prompt more people to start companies.

People are highly social animals. Most of us belong to many social groups, each with its own identity. These identities guide our actions, but they shift from moment to moment. That has important implications for marketers: Someone who, say, encounters a brand of cologne will have one response to it when he sees himself as a dutiful son and another when he sees himself as an available single man. For five years the authors have been studying how social identity affects customer behavior in a wide range of industries. They have seen that companies can trigger more-favorable reactions in customers by subtly influencing which identities they tap into. This is something firms should take into account when doing market research or designing experiences. The first step is to focus on the customer's social self and surface the range of his possible identities. If a customer's identity encourages targeted behaviors, marketers can help reinforce it. If an offering clashes with the customer's chosen identity, however, a company can reframe product messages. Marketers can also work to add a desired behavior to those that customers associate with an identity, prime different identities in customers, and even create new identities that deepen relationships with existing customers and attract new ones.

Solving wicked problems involves mobilizing different actors, ways of thinking, forms of knowledge and practices. In short, it requires messy solutions. The authors argue that Mary Douglas's Cultural Theory can guide the selection of problem-solving approaches for wicked problems. Having analyzed 20 problem-solving approaches from Organizational Studies, they present six that-based on Cultural Theory's focus on combining Individualistic, Egalitarian, Hierarchichal and Fatalistic elements-are best suited to tackling wicked problems, including Design Thinking, Future Searches and 21st Century Town Meetings.

In today's global marketplace, companies are being asked to create innovative products and services for increasingly diverse users, cultures and environments. These 'design challenges' can be so wickedly complex that the task of aligning all of a project's stakeholders sometimes seems impossible. But it's not. The authors show that design empathy is an approach that can be embraced to draw upon people's real-world experiences and address modern challenges. They provide four strategies for scaling and sustaining design empathy within your organization, including 'telling stories, documentary-style' and 'taking clients on visceral journeys'.

Senior executives from Novo Nordisk, Virgin Group, Johnson & Johnson and Tim Hortons provide dispatches from the front lines of the corporate sustainability challenge, describing their companies' varied approaches to tackling sustainability in arenas including aviation, investing, consumer products and health care.

The traditional linear and analytic problem-solving processes to which business leaders have become accustomed-from quality management to Six Sigma-rarely open up the variety of different 'frames' that the more exploratory approaches from the realm of Design Thinking can. The authors show that sometimes-and more frequently than ever these days-we need many different frames around a problem in order to see the many different possible solutions. They describe four elements of the skill of framing and 're-framing' a problem, and show how together, they enable you to 'create a new story' on behalf of your customer.

The author of the popular 2008 HBR article, 'Strategy as a Wicked Problem', argues that disruptive business models and wicked problems have de-linked the future from the past, making traditional strategic planning systems inadequate. He presents a tool that organizational strategists can use to face 'multiple possible futures' and 'chaotic ambiguity': feed-forward systems. By embracing this approach, he says, leaders can fashion a future that is unrelated to the past, driven by 'robust actions' and 'enablers' that can transform an organization and its context.