Clik here to view.
ion, not Trust, is Social Currency
After taking a short break from blogging/writing over the past several months I have spent the last week trying to come up to speed on current topics/trends/issues that my audience cares about....
View ArticleClik here to view.
Where’s the Social Beef?
Do you ever feel like you’ve been screwed when you order a meal? The menu tantalized you with images and words that described a wonderful, sent-from-heaven meal and then when it arrives, you say “What...
View ArticleClik here to view.
Good Cop/Bad Cop Social Media Policy
*This post is the 2nd in a series that discusses risk mitigation in corporate social media engagement. With more employee-created PR nightmares making the news, C-Suite executives are raising concerns...
View ArticleClik here to view.
Is Brand Management an Offensive or Defensive Play?
This week’s #bizforum debate is inspired by fellow Social Media Master Jonathan Copulsky’s presentation Brand Resilience: Managing Risk and Recovery in a High-Speed World. The topic inspired me to...
View ArticleClik here to view.
Marketers: Make an Emotional Connection in 2012.
We’ve often discussed the concept that consumers make decisions based on emotions, which they then justify by logic on this blog. A concept that few dispute yet few seem to put into practice. While...
View ArticleClik here to view.
Advertising Should Follow Social Media’s Lead in Engagement Practices
In reviewing a client’s internal branding/marketing plan recently I noticed that the Marketing VP called for an increase in broadcast and social media “advertising”. Given that CX or the Customer...
View ArticleClik here to view.
Rethinking Retail – Invitable Changes Required for Large Retailers
Retailers are currently experiencing the perfect storm and their ships may not be up for the challenge. It should come as no surprise that the classic retail model is undergoing tremendous change....
View ArticleClik here to view.
Stop Measuring Customer Service
One of the benchmarks many businesses set and measure is the quality of their customer service. No doubt, it’s an important metric to a business but do the results (positive or negative) really...
View ArticleClik here to view.
Seating Your Customer at the Boardroom Table
Social Media has emphasised the importance of the customer’s voice to businesses of all sizes. The study of the sales & marketing impact of customer comments and ratings has advanced to a more...
View ArticleClik here to view.
McDonald’s Choose Risk Mitigation Over Customer Development Innovation
It was reported today (see here) that McDonald’s Corp voted down a proposal to assess its impact on public health, particularly childhood obesity. The proposal was brought by consumer watchdog group:...
View ArticleClik here to view.
Mobile Transcends Tactic to Become the Complete Brand Experience
Businesses must quickly rethink their concept of mobile. Mobile is not a device. It’s not a new payment gateway. It’s not another marketing channel. Mobile isn’t just a channel and frankly, it’s...
View ArticleClik here to view.
The #B2B Industry’s Aversion to People
A colleague once quipped, tongue planted firmly in cheek, “76% of a B2B’s customers are people”. Their intention was to highlight how B2B sales & marketing teams rarely focus on the people that buy...
View ArticleClik here to view.
Refocusing Loyalty Programs on the Customer
Customer loyalty programs first launched with great marketing hype surrounding their intention to thank and reward the business’ most loyal customers. Truth be told, they were conceived as part of a...
View ArticleClik here to view.
Are You Ignoring Your Real Customer’s Buying Behavior?
My sister remembers when the “fancy” mall opened in our hometown. She and my mom would dress up to go. By the time I was ready to hang out at the mall, I trudged from one store to the next in jeans or...
View ArticleClik here to view.
Starbucks’ Tweetable Coffee Program is a Lesson in Real-Time Marketing
Social media coffee addicts rejoice! You can now really experience coffee through Twitter! Last week, Starbucks announced a new program that allows you and me to give a Starbucks coffee as a gift. Not...
View Article
