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 than 17 different social media management tools, Sprinklr was an easy decision. One of the key reasons? Security. It was obvious that the Sprinklr team put a …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 analysis is second to none, and her annual Internet Trends Report should be required reading for all marketers. Never have we needed her acumen more than now. Fortunately, …more
Bill Gates once said that “we always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next ten.” I’d agree. But what about the next hundred? Thanks to French artist Jean-Marc Côté (and others), we have the beginnings of …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 and Ali Backscheider to create a webinar that looks at the new reality of customer care, and offers practical examples of how to not just solve customer issues, …more
The New Choluteca Bridge in Honduras was built to last. Completed in 1998, the designers of the bridge wanted to make sure it would survive the hurricanes that frequently battered the region. No sooner had they finished than Hurricane Mitch swept across Honduras, dumping up to 75 inches of rain …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 something. (At least better than being the poorest person in Monopoly.) Monopoly comparisons aside, Marketoonist should be on your daily website bucket list. Tom is brilliant, and has …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 to unprecedented life changes, it’s no surprise we’re already wondering what happens next. Two weeks ago (wow, has it really been that long?) I wrote about how we …more
Business leaders must begin to plan how the coronavirus will permanently impact their organizations in the future.
Profound words from poet, Lynn Ungar. Worthy of reflection as we all slow down and reevaluate our life priorities. Thank you, Lynn.