Tag Archives: Experience
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 […]
Customer Focus 2011: House and Home Companies who get it right
Alas, I have begun in earnest the always daunting and often unrewarding task that is home renovation. Some days I come home and see a part of the house into which I have poured my heart, soul and dollars and say “ahhhhh.” However, because I am early on, around the corner is simply another “ewwww.” […]
The Analytics Lies We Tell Ourselves
Analytics – and their kissing cousins statistics – are vaunted as TNT – the next thing. As well they should be. What else has the raw power to transform us if we only yield our hardened and overconfident selves to its logical and principled care? But as humans, we get in the way, sub-optimizing things […]
Strategic service – its for everyone, not just customer service
Digitally savvy customers are increasingly using the Internet not only to seek information, but also to interact with companies, create solutions and make decisions. Smarter companies are using an emerging concept we call Strategic Service Delivery to enable customers to use data and resources more effectively to drive better customer engagement and experiences. Creating a […]
Don’t Yield on Customer Trust – a new case-study and whitepaper
Link to whitepaper Link to Wall Street Journal Article Hi all, after working on a number of things all at once, apparently they are starting to all bubble up at once. To whit, a whitepaper produced earlier this year on creating a Customer Focused Enterprise - in Healthcare of all places – is finally coming […]
Travelogue Korea, June 2009
So, the big quiet comfy car that collected me from the airport after the Finnair debacle (from a 9 hour flight to 19 and change, thanks! no voucher for food, not even an I’m sorry…) was really nice. I fell asleep. That is something to be said, either from exhaustion or for faith in the […]
Istanbul Travelogue
OK, so my colleague, friend and media guru Oliver J. Siodmak, better known to those who love him in the hallowed halls of the the projects we have shared as OJS recommended that I share my pictures from the various destinations at which I find myself because of privilege and curse of my job responsibilities. […]
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?
Ah, the saga continues…the Loyalty Dis-effect
So, remember when I said I doubled my business with Sephora in one fell swoop? Well, unfortunately, it didn’t quite work that way. The face powder was not as expected and I went to the store and returned it. After a bit of attitude from the clerk, it was done. But then, Sephora wrote and […]
10 examples of smarter customer focus
(Please also see the 2010 version here) and the start of the 2011 versions here (which goes by industry) People often ask me about who I think is doing interesting things with web 2.0 and what social tools they should use. And I gently try to tell them it’s the wrong question. Focus on the […]
