2020 has been, among other things, the year of digital transformation. The transformation has been going on for a while now. Slowly. But we’ve watched it accelerate these past few months. Which raises an important question: who in the organization is best suited to drive this transformation? Digital transformation involves …more
The last few months have been instructive for every organization. Digital transformation — and focusing on delivering great customer experiences — have become paramount. But what does that really mean? What do you need to do to become truly customer-centric? And what changes can you make to transform your business? …more
For years, “digital transformation” has been on the priority list of every major company. And every year, little progress has been made. In fact, in 2019 Gartner found that only 23% of companies were even half way to their digital transformation goals. That was then, this is now. The challenges …more
There’s no business like show business, like no business I know.Irving Berlin There may be no business like show business but, sadly, there’s currently no show business either (sorry, Mr. Berlin). For theatre junkies (like me) this is particularly troubling. How do we get our regular entertainment fix with Broadway …more
In the final installment of my journey down toy-memory lane, I’m going to talk about my most favorite toy of all time: the Carry-All Cape Kennedy Action Playset by Marx. Marx created a lot of playsets. These collections of figures, buildings, and accessories included dozens (or even hundreds) of pieces …more
In the late 1980s, video games consisted of one of three options: 300-pound arcade consoles; bulky home systems that connected to a television; or computer games running on a PC. The word “portable” could not reasonably be used to describe any of these options. If you played video games in …more
Any kid growing up in the 60s and 70s idolized motorcycle daredevil Evel Knievel. From his first televised jump in 1967, to his regular appearances on ABC’s Wide World of Sports, to a Saturday morning cartoon, it seemed Evel was everywhere. And as a kid, of course, anything worth watching …more
“The form has to follow the function. I can’t think of it any other way.” Dieter Rams – If you love Apple design, then you love Dieter Rams. You just don’t know it yet. Dieter Rams, the chief design officer at Braun from 1961 through 1995, had one simple design …more
A little smaller but just as passionate as ever That’s the first line on a recent email from Free to Be Kids, the Seattle-based clothing company that screen prints kid-positive messages on everything from dresses to baseball tees. Like you, my inbox has been overrun with Coronavirus-related emails. Brands who …more
Dining out is about more than the food. It’s the experience. That’s why the best restaurants in the world are known for their impeccable service and inviting ambiance (and it’s why Big Ed’s Bottomless Buffet is known only for its complimentary after-dinner heartburn tablets). As part of that experience, technology …more
Every social media brand owner has heard the terms social monitoring and social listening. At first glance you may think it’s two …more
Who doesn’t want to be modern? After all, we’re driving Teslas, not Tuckers. We’re eating avocado toast, not Jello and tuna salads. …more
There’s never been a better time to be a marketer. We’re literally going through a renaissance (definition: revival in the world of …more
“Digital-led experiences will continue to grow in popularity once the coronavirus is quelled, and companies that act quickly…to help consumers navigate the …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for …more
Want to learn more about the power of social media? Join me and panelists from LinkedIn and TikTok as we debate the …more
Our communication and engagement preferences have rapidly changed over the past decade. The growth of WhatsApp, Twitter, Facebook, LinkedIn, and other social …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 …more
It’s difficult to believe, but in the recent past consumers relied, to an inordinate degree, on brand advertising for advice prior to …more
When I moved to Seattle in 2006 to work at Microsoft Research, I was a stranger in a strange land. I knew …more
If you’re the rare marketing professional, watching your IT budget grow, struggling to find ways to spend it all, congratulations. You can …more
When I was leading the PR agency team for the ASPCA following Hurricane Katrina, we had a communications challenge. Most Americans saw …more
Maybe you never realized it existed in the first place, but I’m happy to report that the NASA worm logo is back …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
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
