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Popularity and Influence are not the same
I read a thought provoking article in AdAge this morning by Matthew Creamer. The title, “Your Followers are no measure of your influence,” does an excellent job of debunking the notion that just...
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How Real is Real-time? The answer has little to do with data
Srividya Sridharan of Forrester Research, posted the question of “How real is real-time” on the customer intelligence community. I’d like to share my reply to her. There are multiple areas of marketing...
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How direct marketing applies to digital
I work with a lot of clients who have rich and deep with direct marketing. As such they understand about targeting, segmentation and optimization. I took a look at how direct mail maps to the needs of...
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4 Steps for Building Customer-Centric Teams
Each and every customer makes decisions at every step of the customer lifecycle. Here are four steps to help put the customer at the center of your company. That’s the beginning of an article I...
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Customer Experience is Hot, Hot, Hot
I recently had the opportunity to sit down with Ryan Joe, the Senior Editor of DM News and host of Direct Cut. See my interview and let me know what you think?
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The Four Stages of Social Marketing Maturity
Social continues to be the buzz word in marketing. But the shine of the new toy is wearing off. Brands are looking for the payoff. There are millions of Likes out there, but where’s the revenue, the...
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Drive Conversions by Making Interactions More Relevant
Relevancy is the elixir of customer experience. I had the opportunity to publish an article in Chief Marketer today on how to drive conversations by making interactions more relevant. Check it out and...
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The Battle to Stay Relevant: Personalizing Marketing Content
The days are gone when personalization meant “Dear John”. I just published an article in Customer Think about the battle to stay relevant. Check it out and let me know what you think. The Battle to...
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Marketing should be evolutionary, but it doesn’t have to be revolutionary to...
I speak and write a lot about customer experience and the technology that enables marketers to identify, engage and deliver highly contextual and personalized digital experiences. Over the years, I’ve...
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Bridging the gap between brand and digital marketers
In my last post, I wrote about getting started with customer experience management. How it starts with moving towards becoming customer centric and is less about technology, than it is about process...
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