Denny Hatch is the author of six books on marketing and four novels, and is a direct marketing writer, designer and consultant. His latest book is “Write Everything Right!” Visit him at

Customer experience is increasingly recognized as the key brand differentiator of the future as price and product variances tighten. And for those in the financial services industry, digital is expected to be the customer experience battleground as traditional channels give way to digital.

This past week, we bid farewell to a gentleman and a marketing pioneer, Arthur Blumenfield. For those of us in the New York marketing community, who revere data and data-driven marketing and media — as well as the camaraderie of our community — Arthur truly was a leading light.

With happiness being the inverse of anger, intense levels of online vitriol were solved with discounted candy bars. So begins one of the least boring stories about data ever — when Snickers and agency Clemenger BBDO Melbourne in Australia teamed up to create a social media “Hungerithm” that resulted in discounted Snickers bars, which spread to the post-election U.S.

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