Customer expectations are the fastest-moving force in business: every brilliant experience anywhere raises the level customers demand everywhere. The Expectation Economy is where marketing and business leaders discuss how they build for that: the customer experiences, the innovation, the brand promises that set the standard rather than chase it.
Each episode is one conversation with someone actually doing the raising: CMOs, founders and commercial leaders from the brands your customers now measure you against.
Your host is Anna aka Mrs. SCHMACK, founder and CEO of SCHMACK, the Stockholm and London consultancy that helps brands close the distance between what they promise and what they deliver. She is also the author of the book on the Expectation Economy and the mind behind the Expectation Gap Index, the annual benchmark measuring how wide that distance has become.
New episodes throughout the season. The bar keeps rising. Best keep up.
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Solutions Consultant James Tilby-Jones discusses the shift from CRM to customer experience management and how brands use data to personalize customer engagement in this interview.
21 Jan 2025
Viral Marknadsföring - Mikael Johansson
I detta avsnitt gästas Anna av Mikael Johansson, grundare av Swinton International GmbH och en mästare inom viral marknadsföring.
Mikael delar sina insikter kring hur han genom TikTok (https://www.tiktok.com/@mikaeljohanssonn) skapat kampanjer som inte bara sticker ut, utan blir samtalsämnen. Vi pratar om några av hans mest ikoniska projekt – från "Footlong Ballerina" och "Khaleds Kaviar" till Foodora kampanjer som "vattenleverans" och ”Foodora på Spy Bar”.
Genom sina kreativa och ofta humoristiska fejkkampanjer har Mikael lyckats nå miljontals visningar och satt nya standarder för digital storytelling.
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21 Nov 2024
Jag är en one hit wonder - Per Grape
Per Grape, a renowned entrepreneur coach, shares his inspiring journey and reflects on what truly matters in life, offering valuable insights for personal growth and goal achievement.
18 Oct 2024
Stärkande Design: BY BANOO med Persheng
BY BANOO kombinerar stil och funktion för att stärka kvinnor. Genom kvalitet och innovation skapar de en framtid för kvinnligt entreprenörskap och representation.
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24 Jul 2024
Unlocking the Power of CRM and MarTech
Our founder Anna, also known as Mrs. SCHMACK, sits down with Justyna from ICA Banken for a great conversation about MarTech, CRM, Customer Experience and so much more.
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28 May 2024
Mastering the Art of Customer Experience
Join Vy, our Experience Strategy Designer, and Astrid, Product Owner of the CRM/CX Team at Polestar, as they dive into the exciting topic of Customer Experience (CX). They explore innovative strategies, different approaches to work, and much more.
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3 Apr 2024
Exploring Customer Success and Tech Innovation
Join our founder Anna, also known as Mrs. SCHMACK, as she sits down for a fascinating conversation with Coco from Braze.
Coco, the Principal Customer Success Manager, Enterprise and President of the Women's ERG, Elle, shares valuable insights and experiences.
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22 Mar 2024
Maximising Your ESP's Potential
Our founder, Anna, sits down with Harry Fremantle, our Technical CRM Consultant, for an insightful discussion on various digital platforms.
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1 Mar 2024
Kundrelationer och FinTech (SWE)
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5 Jan 2024
CRM Mistakes
Marta and our founder Anna speaking on CRM mistakes. Have they made any mistakes?
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30 Nov 2023
Creating The Magic Beyond Tech
The Art of Creating Memorable Customer Journeys
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5 Jun 2023
Hur SCHMACK förändrar hur företag arbetar med CRM, för alltid. (SWE)
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24 May 2023
MA implementation (SWE)
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9 Dec 2022
Mrs. SCHMACK
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17 Mar 2022
Maintenance vs. Automation
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6 Feb 2022
Content Is King
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27 Feb 2021
Hygienlistan (SWE)
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25 May 2020
Mathilda Bonnevier (SWE)
Fotografiska
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