Practice customer experience improvement as a business discipline
Customer experience management must be viewed as a strategic business discipline, on a par with traditional fields such as finance…
Tag: collaboration
“Democratic” tech is shifting the balance of power from big to small
Nothing is going to stop consumerization of the enterprise. Nothing is going to stop Bring Your Own Device. Nothing is…
Customer service is the new marketing
Marketing used to be all about the art of communicating a brand message to, hopefully, the right audience at the…
Your new boss
IBM may be a BDC (Big Dumb Company), but the messaging supporting their Smarter Marketing program is on target.
We’re all public companies now
IBM has an excellent series of videos, promoting their smarter marketing agenda, such as these two. We’re all public companies…
Your website almost certainly sucks: Forrester Research
Despite the dollars invested, resources allocated, technologies deployed, agencies engaged, collective ambition and ego, it is highly unlikely that your…
Connecting in “the context of the moment”
Exuberant Salesforce.com founder Mark Benioff (who can get away with inserting the word “amazing” into every second sentence of a…
Point solutions are pointless
If we accept that the customer experience is the decisive differentiator in our commoditized world, then we need to move…
Radical transparency: open beats closed
What’s your personal communication style? When, what and how do you share? In today’s radically transparent, digitally-enabled world you need…
Is email constipating your company?
If your answer is yes, and for most of us it is yes, you need to consider banning internal email…
