Tag Archives: CX
The 12 Days of Innovation for Marketers: Day 1, The MIT Media Lab
The pace of marketing change has continued nearly unabated for a decade. From the way consumers act and interact to the technologies by which marketers engage with them, it also seems unlikely to stop. So the question becomes, how can we as marketers keep up, being able to take in fresh ideas and create better […]
What one employee can do for your customer experience
What’s your customer experience worth? And what can one person do about it? How about making 50 people with thousands of nights’ stays willing to stand up for you? There’s this woman. Her name is Peggy. She’s a hotel concierge. In my opinion, I think it takes a certain amount of humility coupled with a huge […]
Simple guidance for social media efforts – Understand::Participate::Serve
People often ask if there is a way to frame the social discussion to address the varied organizational needs. I drew this in hopes it might help enable a better separation in the muddy world of social overlap. I have kept the framework I introduced in the whitepapers (all available in the right-hand column) around […]
Enabling MRM Success, Preventing MRM failure (Marketing Resource Management)
(post is shared as well at the Covalent Marketing site here) I met with 3 clients in the past eight weeks interested in implementing Marketing Resource Management (MRM). So, I started kind of where I usually do – and asked why they thought it would be valuable to them. More specifically, I asked them what […]
The Next Steps in Customer Experience
So, as many of my regular digital community know, I am going to become Chief Strategist at a small firm named Covalent Marketing. While leaving IBM is a big deal, I love its people and its forward thinking, it is time again to get closer to shaping new customer approaches that meet the SHARE (simple […]
McKinsey and MIT on collaboration – and its meaning for innovative market making
Link to PDF of McKinsey/McAfee interview Wanted to recap some of the great soundbytes – none out of context I hope from a McKinsey interview with Andrew McAfee, principal research scientist at the Center for Digital Business at the MIT Sloan School of Management on collaboration. Right out the gate, McAfee hits us with a […]
An example of smarter customer focus: Strategic Service Delivery from Opower
Strategic Service Delivery is about activities that improve customer interactions through new channels by sharing information, engaging people with their information and that of the world around them. It is a two-way process that embodies the “Listen-Learn-Engage-Harvest” cycle. I promised to start providing examples of Strategic Service Delivery, Complexity Reduction and Innovative Market Making – […]
Thought starters…for marketers
While I was in Finland, for what seemed like an eternity based on the hours I was working and the fact that the sun doesn’t give you a really good clue to stop working, I wrote a quick little deck in bright vivid colors that was designed to help start conversations – to provoke debate. […]
W is wow and wonderful and welcoming
The W Istanbul is a little slice of heaven, and it comes with the most amazing team to help you enjoy it. I could wax lyrical about this hotel for days – and probably will. How does one begin to describe a staff so smart, so dedicated and so simply in love with what they do that pleasing guests REALLY matters?
