The customer experience (CX) has never been more important. To underscore that rather obvious statement, I’m going to point you to a recent McKinsey & Company article entitled: Adapting customer experience in the time of coronavirus. I’m also going out on a limb and calling this a mandatory read. Not …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 the midst of a global crisis. As a business manager, COVID-19 is almost certainly impacting your marketing, social media engagement, and customer care strategies. Many of you are …more
“Good things come to those who wait,” said nobody while sitting on hold for 45 minutes randomly shouting “representative” at their phone in a futile effort to speak to a real human. Let’s face it, we don’t like to wait for anything. We’re busy, multi-tasking, impatient creatures who want it, …more
Throwback Thursday: Today we take a break from our regularly scheduled programming to jump in the Wayback Machine to re-visit a classic Wonderful World of Marketing post. And since the new Spielberg movie (and Ernest Cline book) Ready Player One was released this week, what better topic than the venerable …more
Thank you Uberflip for the opportunity to talk about digital transformation at the 2017 Content Experience. The event provided me with the opportunity to engage with some of today’s most brilliant marketing minds — it was an awesome couple of days! #conex17 It also gave me a chance to visit …more
People are talking about you. Right now. They’re saying good things, and not so good things. They’re making comments and asking questions. They may even be giving answers and advice on your behalf. But they’re most definitely talking about you. They’re posting comments on Facebook, Twitter, LinkedIn, and Tumblr. They’re …more
Happy customers are profitable customers, which will come as a surprise to exactly no one. So, how do we make customers happy? Two thousand years ago it was probably comped drinks at the gladiator semifinals, or bonus trireme miles on your Bank of Caeser bronze card. And while that may …more
Time to fire up the flux capacitor for another trip to the future. Or the past. Or maybe both, if you’re lucky (and, you are). In our previous installment, we talked about the emergence of MarTech, and the proliferation of marketing technology point solutions. Today, we’ll look at the three …more
For decades, science has teased us with the prospect of the flying car. As I sit in barely-crawling Seattle traffic (in a DeLorean, no less), I’ve often wished that science had delivered on this promise. Seriously, what could be better than zipping across airborne highways in a Mr. Fusion-powered DMC-12? …more
There’s nothing like a good dinner with a dozen of your favorite media people to foster a stimulating discussion about digital transformation, customer experience management, and the secret life of a modern CMO. It’s even better if that dinner is sponsored by your favorite marketing tech — Sprinklr. Carlos Dominguez …more
Here’s today’s Leo: “In this business when you start putting the emphasis on counting money rather than getting out better ads and …more
If data is the lifeblood of an organization, then reporting is the arterial plaque that builds up from eating too much bacon. …more
Take a moment to conjure up a mental list of mix-and-match pairs: Two unrelated items that nonetheless end up being inexorably linked …more
Question: What walks down stairs, alone or in pairs, and makes a slinkety sound? If you answered, “self-aware robot tube socks,” you …more
I’m often surprised by the number of marketers who lack a solid appreciation of the history of advertising and marketing. In many …more
The Millennium Tower is sinking. Literally sinking in the soft, San Francisco subsoil. As of a few months ago it had sunk …more
There’s a strange and wonderful room in the Salvador Dali Museum in Figueres, Catalonia, Spain (actually, they’re all strange, but this one …more
Moderation is a virtue, so I’m told. But if you’re the type of person who devours an entire sleeve of Thin Mints …more
Up until now, there have been exactly three reasons to visit Nashville: great music, hot chicken, and buy-one-get-two-free cowboy boots. Well now …more
Imagine if you had decided to stop learning when you were nine years old. You would know how to ride a bike, …more
Famous Part 2s: The Empire Strikes Back, Buzz Aldrin, the IBM AT, Dawn of the Dead…and this Wonderful World of Marketing episode. …more
I’m a Sprinklr fan. I don’t have their logo tattooed on my bicep (not yet, anyway), or paint my face blue, green, …more
As Albert Einstein once famously fake-Internet quoted, “…the more things change, the more they stay the same.” And while that may be …more
Have you ever wished you could fire up the DeLorean and go back in time to one of the seminal eras of …more
OK, this might be a bit Kool-Aidy … but ’tis the season and all! As part of a very cool training program …more
