What a week! But now it’s time to kick back, put on the headphones, and catch up on your favorite marketing content. This week, we talked about modern channels, explored some great — and not so great — customer experiences, and looked at the ongoing US election. Episode #6: 3 …more
In today’s CXM Experience podcast I rather cryptically referenced “shrimp vs. weenies.” No, it’s not a new video game, or a short-lived reality TV show. “Shrimp vs. Weenies” is a classic Microsoft memo. And even though it was written almost 30 years ago, the gist of the memo is every …more
Too many businesses are operating in 20th century mode. It’s now 2020, and there are a plethora of modern channels you can use to Listen to your customers, Learn about your customers, and Love your customers. It’s a fundamental shift in the way to do business, and we covered it …more
I had a great conversation with Katie Martell on ExperienceTV about customer care, bots (or, as we like to call them, “doorbells”), and why customer experience is the new marketing. Katie is a knowledgeable, engaging host with an obvious passion for customers and the experience economy. It’s 38 minutes of …more
When we think about digital transformation, we tend to immediately jump to discussions about technology, processes, and systems. Which makes sense. Those areas are ripe for disruption and potential milestones on the path to digital transformation. But too often we neglect the single most important piece of digital transformation. We …more
It’s been a rough year for organizations, large and small. During the past few months we’ve watched many companies struggle, and others rise to the challenge. Canlis restaurant in Seattle exemplifies the latter. A Seattle institution since 1950, every morsel of their reputation is well deserved (and my love for …more
That’s right. A full week to celebrate customer service. And, why not? There’s a National Split Pea Soup Week (second week of November) and a National Postcard Week (first week of May). So why not customer service? After all, not everyone eats split pea soup. And postcards are cool, but …more
In just a few short hours, Marc Stoiber and I will dig into marketing basics and how they influence modern marketing today. I suspect you’ll also hear some stories from our time together at Grey Advertising which, alone, will be worth the price of admission (it’s free). (Update: Now available …more
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. …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, …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: …more
In the late 1980s, video games consisted of one of three options: 300-pound arcade consoles; bulky home systems that connected to a …more
Any kid growing up in the 60s and 70s idolized motorcycle daredevil Evel Knievel. From his first televised jump in 1967, to …more
“The form has to follow the function. I can’t think of it any other way.” Dieter Rams – If you love Apple …more
A little smaller but just as passionate as ever That’s the first line on a recent email from Free to Be Kids, …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 …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
