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Create a Social Network Inside your Company to Succeed
Large corporations are beginning to give Social Media more face time, but it’s still well down the food chain for resources and attention in most C-Suites. There are good reasons for this; no reliable...
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Adaptive Marketing: Coping with Real Time Customers
The theme of the recent Forrester Marketing Forum held in Los Angeles this past April was Adaptive Marketing: How to Design a Flexible Organization to Thrive on Change. As usual there were Forrester...
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The Soul of a Brand
What’s your soul worth? Bart Simpson sold his to Milhouse for $5.00. I would say he may have left some money on the table. Not to worry, this post is not about any particular spiritual compass, but it...
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Can Customer Experience Drive Business Decisions?
Companies are getting more serious about delivering a better customer experience. Thanks to research firms, passionate consultants and champions inside company walls, senior executives are more aware...
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Facebook is a Tough Place for Brands to Call Home
There’s no denying that Facebook is becoming a major channel for brands on the planet. I spend quite a bit of time there and likely you do as well. Brands are investing significant amounts of thought,...
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Say Goodbye to the Call Center
Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and...
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A Good Customer Experience is a Positive Company Outcome
Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now about what Good Customer Experience means, the other kind...
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The Role of the Persona is Shifting
I have been a proponent of using Personas to assist in the design of digital interfaces since 2003. I still believe in them, but I think their role has shifted and has perhaps become a bit diminished....
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Outside In: Forrester Customer Experience Forum 2012
Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully...
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