Marketers have little management across customer touchpoints

The complexity and number of touchpoints across the digital and physical worlds is the major barrier to marketers attempts to join up the customer journey. more…

How Japanese firms are adapting to their ageing consumers

One in four Japanese are over 65 and as I’ve said before, the country is serving as the world’s laboratory for selling to older consumers. more…

Pharma companies up adspend to reach ageing consumers

US drug industry spending on consumer ads grew to $4.54 billion last year, 21 percent more than in 2013. more…

The physical store remains the primary retail touchpoint for consumers – particularly older ones

This global survey about shopping behaviours is distinctly ageist and potentially misleading.

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Are older executives more nationalist?

Age plays a role in how people who are highly engaged and active in business issues, relate to companies based on more…

Netflix discovers how preferences transcend age

Netflix, the online streaming service, has discovered that when it comes to taste in movies, demographics is “almost useless” as an indicator of behaviour. I interpret this to mean that their customer experience, including user interface and purchase mechanisms, should be designed for all adults i.e. Age-Friendly. Netflix’s VP for product innovation said that there are…more

China provides ‘guidance’ for its active ageing population

Anyone who has been to China in the past 10 years will have seen the older folks dancing at dawn and dusk more…

Learning from Japan’s ageing consumer market

When it comes to ageing societies, the Asia-Pacific region boasts the oldest, largest and fastest ageing more…

The future of marketing is customer experience

A positive customer experience across all touch-points is increasingly seen as a company’s most valuable asset. And, more than any other function, marketing is responsible for managing it—across the customer life cycle and across channels, from initial awareness through loyalty and advocacy. This from a recent report from the Economist Intelligence Unit; The rise of…more

Kim Walker Speaks About The Ageing Consumer

An Apple executive once commented “We welcome customers from 1 to 100.” Lifetime Customer Experience is what I talk about. Here are a few clips to give you a flavour of my topics and style.