I’ll be speaking at Social Media Week in NYC tomorrow (Tuesday, April 30, 2019) and I’m looking forward to delivering a talk called “The Copernican Shift: Three Stages of Marketing Evolution” I’m really looking forward to unveiling our new “Listen, Learn, Love” framework on customer engagement in the modern era. …more
Really looking forward to speaking today at the Uberflip “The Content Experience” Conference in Toronto at the amazing Glenn Gould Studio in the CBC building: Link And for those of you who like to be extra prepared, I’ll be referring the Mary Meeker’s Internet Trends 2017 presentation from the Kleiner …more
It’s June, which means it’s pride month, which means we’re all being bombarded by rainbow-festooned corporate logos. But does that really help? Or is it just another example of “woke washing,” the brand pandering that occurs when marketing and social movements collide. The amazing Katie Martell is back with some …more
We all say we put the customer first, but what does that really mean? What actions are you actually taking that show the customer how important they really are? In today’s episode, Michelle Chiantera, CMO at Corel, talks with me about the stories we tell to our customers, and how …more
We’re back with our continuing Modern Marketing Plan series. Today it’s all about analyst relations, a critical, yet often overlooked, part of your marketing plan. Drew Tambling, director of analyst and influencer relations at Sprinklr, steps through why it’s so important, how to get started, and explains why you should …more
In part 2 of my conversation with influencer relations expert, Marshall Kirkpatrick, we answer the pivotal question, “why do I even need an influencer marketing program?” Then we move on to the third — and most important — stage of building your influencer relations program: collaboration. Finally, it’s a brief …more
We all say we’re customer centric, but are we really? Today’s episode is all about the customer, specifically the voice of the customer. We’ll look at how best to listen and engage, how to manage thousands of pieces of outbound content, and how omni-channel care can provide a unified view …more
That’s right. A whole year. 167 episodes, and we’re still going strong. In fact, we’re just getting started. So, with a year under our belt it seemed like it was about time for an episode…about time. Literally. Because time is a precious commodity, and a key ingredient of stellar customer …more
Three customer experiences for the price of one. We start with a brilliantly-designed pancake batter container, move on to a customer support story featuring missing bricks, and end with a not-so-great headphone repair. It’s pancakes, pieces, and pods as we explore how small interactions can make a big difference. See …more
It’s an exciting time to be in marketing. Organizations are finally waking up to the fact that their brand isn’t what they say it is. Their brand is a reflection of the experiences they land with their customers. In this Adweek webinar, Danny Wright and I talk about the three …more
It’s bargain basement day on the CXM Experience as we look at two recent brick-and-mortar retail adventures. Both positive (or, at least, …more
When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we …more
Neha is back, and we have two flavors of inspiration for you today. First, an inspiring story to start the week. Then …more
Is there really any such thing as B2B selling? We’re never selling to a business; we’re selling to a business person. And …more
Why do we get off course so easily? And what are some strategies we can use to get back on course? On …more
It’s Stress Awareness Month, and the Breath Yogi is here to help. Neha highlights strategies to keep stress under control, and then …more
Smart brands are moving beyond social listening and are using modern channels to drive revenue growth. To that end, you need more …more
Feeling burned out? You’re certainly not alone. A recent Harvard Business Review study found that 89% of us said work life was …more
We talk a lot about experiences here. But “experience” transcends digital engagement. There are life experiences too, which is why we’re kicking …more
It’s International Women’s Day, which means it’s the perfect time for our two-part series with Sepi Saidi, visionary founder and CEO at …more
Self-interest has gotten a bad rap. It’s too often confused with “selfishness,” but they’re not really the same thing. Rational, aligned self-interest …more
There are 4.7 billion people online. And 4.1 billion of them are on social platforms. The first step to building a true …more
The Super Bowl is a unique phenomenon. Part sporting event, part marketing, and all entertainment. Today we kickoff a multi-part series on …more
We’re witnessing the birth of a new brand category. As cannabis and psychedelics evolve from illegal to mainstream, the industry is grappling …more
We take a short break from our DCFTS series to look at StoryWorth, a remarkable service that helps you create an experience …more
95% of consumers will tell someone else about a bad customer experience. That’s why delivering great customer experiences has become paramount. In …more
In part 1 of this special crossover edition, I join Marshall Kirkpatrick on the Sprinklr Coffee Club videocast where we look at …more
Hopefully, you’re listening to your customers (if not, jump back to Episode #2 to learn why you should). And if you’re listening …more
Humans are communicators. We always have been. Throughout history our communication channels have changed, but the desire for connection remains as strong …more
Part 3 of our Listen, Learn, Love trilogy. Listening to your customers is great. And learning from those insights is even better. …more
