19 February 2016 | on Uncategorized , Acquia , Adobe , Business_Finance , CEO , Content Management , Content Management Systems; , content management technologies , content marketer , digital marketers , Drupal , enterprise solution , General Motors , Interpublic Group , London; , McCann WorldGroup , MRM Meteorite , P&O , Platform as a service , SMART , technology line , Technology_Internet , Universal McCann
Last week I joined London based, customer experience marketing agency MRM Meteorite – (who are part of MRM//McCann/ McCann WorldGroup and Interpublic Group) - to help
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29 January 2016 | on Customer Experience Management , Amazon.com , Customer experience , Customer experience management , Supply chain , technologist , Technology_Internet
I had a very pleasant lunch this week with an old chum, who’s an IT leader in a venerable publishing institution. We chatted about a
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15 January 2016 | on Customer Experience Management , Business , Business process , Business process management , Business_Finance , Customer experience , Customer experience management , Enterprise modelling , Information technology management , Process management , Technology_Internet , YouTube
In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but
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15 December 2015 | on Customer Experience Management
When we as an industry discuss the customer experience, an awful lot of work goes into the outward-facing part of the discipline.
Particularly, as in some
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15 November 2015 | on Content Marketing , Content Strategy , Advertising , author , Branded content , Business_Finance , Content creation , content marketing , Content Marketing Institute , Dave Trott , director for Bartle Bogle Hegarty , Interruption marketing , Marketing , Richard Cable , Robert Rose , Technology_Internet , United Kingdom;
Recently in the UK marketing publication Campaign, author, serial agency founder and regular columnist Dave Trott wrote about what he thought about the future of content
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13 November 2015 | on Customer Experience Management , Observations , airline , British Airways , cricketer , Customer experience , Customer experience management , Customer service , Sachin Tendulkar , Sashin Tendalker , social media customer care , Twitter;
Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways.
They seemed to have been very responsive and when
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05 November 2015 | on Content Marketing , Content Strategy , Blog , Engagement marketing , Facebook; , Market research , Marketing , owned media , Theodore Levitt
I'm working on a post for our company blog, thinking about how companies need to engage their employees when they are rolling out customer
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08 March 2015 | on Customer Experience Management , Business , CEO , Customer , Customer experience , Harvard Business Review , Harvard Business School , Levitt , Marketing , Marketing myopia , technologist , Theodore Levitt
Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written
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26 November 2014 | on Customer Experience Management , adjacent product , Amazon , cem , cxm , ecommerce , Facebook; , online experience , remarketing , Seth Godin;
I walked into your store. My task was to look for a product to fulfill my need, to find out what that might cost, how it
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