“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 ways of saying the same thing. Like “to-may-to” / “to-mah-to,” or “po-tay-to” / “po-tah-toh.” Well, George Gershwin was right; the two will never be one. Social monitoring and …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. We’re wearing… well, we’re not wearing this. We’ve moved on. Nostalgia is fun when you’re referring to fashion or food. But for a Modern CMO? Not so much. …more
If you’re working remotely you understand that everything about your work day has changed. Sure, there are the obvious differences: online meetings, no commutes, less travel. But other, less tangible differences lurk in the shadows. Things that we can’t quite put our finger on. That’s where Microsoft Workplace Analytics helps. …more
For all you space nerds out there (yes, I’m looking at me), July 20th is etched in your brain. For those of you who aren’t space nerds, well… why not? But also, today is the 51st anniversary of the NASA moon landing. The day that Neil Armstrong and Buzz Aldrin …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 art and learning) as new marketing opportunities are opening up, left, right and center. And the best part for marketers? You’re here today, working in this defining moment. …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 pandemic safely and effectively will establish a strong advantage.” McKinsey . The coronavirus has disrupted pretty much every facet of our society, including customer care. If you’ve tried …more
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
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
At the risk of stating the obvious, we’re in the midst of a significant crisis. It’s not the first crisis the world …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
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
I’ve recently been hearing and reading a lot about “the new normal,” or “the next normal.” Even as we’re struggling to adapt …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
It’s been a tough few weeks. We’re all going a little stir crazy. As we collectively shelter in place it seemed fitting …more
Show of hands. Who loves Seattle? Who loves explainer videos? I answered “yes” to both these questions, which puts this recent video …more
