Keeping Your Promises in The Tale of Two Brands
| on Customer Experience Management
The brand you define through your marketing is a promise. It represents who you aspire to be as an organisation, why you do what you do
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Tuesday 2¢
My informal personal blog, once called “Hovering Over the Back Button”, now, as I post on Tuesday’s it’s “Tuesday 2¢”
Personalization – The hard bit is the bet
| on Content Marketing, Customer Experience Management, Amazon, artificial intelligence, Engagement marketing, Facebook;, Marketing, Personalization, Technology_Internet
Almost every day I ask myself why, after 15 years in this industry we are aiming toward the same goal with our clients that still seems
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Hello MRM (and Hello Acquia)
| 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 drive
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Customers don't care about your industry rules
| 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 ]3 Steps to Trust not Bust Your Customer Experience Silos
| 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,
[ Read more ]Customer Experience Management – Thinking Inside The Box
| 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
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What is content?
| 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 ]That Fine Line on Social Media: It's All About Context
| 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 ]Content marketing - it's more then just being in the attention business
| 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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