My informal personal blog, once called “Hovering Over the Back Button”, now, as I post on Tuesday’s it’s “Tuesday 2¢”
| 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
[ Read more ]| 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
[ Read more ]| 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
[ Read more ]
| 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
[ Read more ]| 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
[ Read more ]| 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
[ Read more ]| 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
[ Read more ]| 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
[ Read more ]
| on Content Marketing, Collaboration, Expected value, Human behavior, Team Role Inventories
You are all excited. The CEO is all excited. You have an announcement. And you, as a judicious execution marketer, with your completer finisher attitude are
[ Read more ]