Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for almost all organizations. Customer surveys have been an important part of the customer experience for years. But there’s another source of data that can create actionable customer service. …more
I’m thrilled to be participating in an upcoming panel discussion presented by Dubai Internet City. Join me and panelists from LinkedIn and TikTok as we debate the roll of social media during the current pandemic. It goes without saying that this is a timely and important issue. Date: July 2 …more
Our communication and engagement preferences have rapidly changed over the past decade. The growth of WhatsApp, Twitter, Facebook, LinkedIn, and other social media channels has fueled this change and is, simultaneously, evidence of the change. As of early 2020, there were an estimated 3.8 billion active social media users around the world. …more
“It’s such a groovy place to talk and maybe watch a show, down at the drive-in” The Beach Boys, 1964 Any boomer (and probably many Gen Xers), have enjoyed at least a few nights at the local drive-in. These suburban icons reached their peak popularity during the 1960s as an …more
It’s difficult to believe, but in the recent past consumers relied, to an inordinate degree, on brand advertising for advice prior to making a purchase. Classic advertising campaigns (“A Diamond is Forever,” “Got Milk?”, “Think Small”) influenced countless consumer purchases, generating untold millions of dollars for the brand owners. Consumers …more
When I moved to Seattle in 2006 to work at Microsoft Research, I was a stranger in a strange land. I knew nothing about the city (except what I had picked up from episodes of Frasier and Grey’s Anatomy). One of my first questions to my new team was “what’s …more
If you’re the rare marketing professional, watching your IT budget grow, struggling to find ways to spend it all, congratulations. You can stop reading now. For the rest of us, Marketing IT cost savings are top of mind. Especially now as belts are tightened and priorities reevaluated. Getting the most …more
When I was leading the PR agency team for the ASPCA following Hurricane Katrina, we had a communications challenge. Most Americans saw what was happening in New Orleans online, on TV and in their newspapers, but only those in southeastern Louisiana could ever have known what that experience was like. …more
At the risk of stating the obvious, we’re in the midst of a significant crisis. It’s not the first crisis the world has experienced. And it won’t be the last. So it’s worth our effort to be as prepared as possible. We can’t always control a crisis — large or …more
Maybe you never realized it existed in the first place, but I’m happy to report that the NASA worm logo is back in all its 1970 modernist glory. At least for a while. To fully appreciate why I’m so thrilled, a little logo history lesson is in order. So let’s …more
Before joining Sprinklr as CXMO, I was a customer. And eight years ago, as US CMO at Microsoft when I was reviewing …more
I’ve never made a secret of the fact that I’m a huge Mary Meeker fanboy. You should be too. Her insight and …more
Bill Gates once said that “we always overestimate the change that will occur in the next two years and underestimate the change …more
I’ve written about customer care before. It’s a subject I’m quite passionate about — so passionate that I’ve worked with Dave Konrath …more
The New Choluteca Bridge in Honduras was built to last. Completed in 1998, the designers of the bridge wanted to make sure …more
Tom Fishburne is the king of marketing humor. And while that’s a bit like being the richest person in Monopoly, it’s still …more
First things first. It’s not really social distancing. During the forced separations that nearly 90% of us are currently experiencing, the last …more
The customer experience (CX) has never been more important. To underscore that rather obvious statement, I’m going to point you to a …more
Business leaders must begin to plan how the coronavirus will permanently impact their organizations in the future.
As SARS-CoV-2 continues its rampage across the globe, businesses are hurting. Global markets have taken a hit. The U.S unemployment rate jumped …more
In my blog post from March 18 I promised to follow up with additional posts about how Sprinklr customers have embraced modern …more
I’m a voracious learner. Throughout my career I’ve consistently preached the maxim that we must always be learning. This applies even in …more
Your brand is your lifeblood, the promise to your customers. It’s safe to say that every marketer recognizes the value of their …more
The standard pitch for a buddy movie goes something like this: two mismatched protagonists come together to create a unique bond. Think …more
Humor in advertising can be extremely effective if it hits the right note at the right time. Of course, the inverse to this …more
Everyone has heard of G.I. Joe. Introduced by Hasbro in 1964, the movable fighting man was the original “action figure.” Not only …more
In December, 1978, Gourmet magazine published the heart-warming tale of Bud and Jean Ince. It’s a beautiful story but, sadly, online versions …more
I’m fully aware that any subjective analysis of music lyrics is fraught with danger. But hopefully we can all agree that there …more
“Good things come to those who wait,” said nobody while sitting on hold for 45 minutes randomly shouting “representative” at their phone …more
In my previous post (The late great Marx Toys, Part II) I talked about how toys and toy advertising used to give …more
