AT&T Earns A “Bad Customer Experience” Award

For the past six months I’ve been writing a book about marketing  and the role of the CMO as a steward of customer experience. As such, I’ve been on the lookout for stories about customer experience gone right and wrong. Yesterday AT&T nominated themselves in the latter category. What made the experience unique was AT&T’s delivery of a series… Read more »

Some Recent Posts on Other Sites

You may have noticed that I haven’t blogged here in a while that’s partly because I’ve been writing for other publications lately. Here are some links to that content: How Frontline Employees Can Help Drive Cloud Acquisition In this post I write about how the buyer’s journey is evolving to accept more and more influence from practitioners…. Read more »

A Case For Remote Workers

Remote working is a trending topic with Google Founders talking about how it will end the 40-hour work week, Marissa Mayer’s no work-from-home edict, and Tony Shae’s focus on increasing collisions by having workers live/work in a company community. I think remote working presents a huge opportunity for companies.  Caveat, this post focuses on work that does not require in-person… Read more »

Let’s Talk Social Creole @SXSW 2014

I’m happy to report that I’ll be presenting a talk entitled “How Social Technologies Create New Languages” this year at SXSW. If you’re attending the event I hope you’ll join the session and share it with your friends. As the title suggests, the topic explores the idea that language and social technology are in a coevolutionary… Read more »

Words of Wisdom from 14 Leading Marketers via @Eloqua

I’m in  great company when it comes to Eloqua’s recent marketing leader roundup. Check out their slideshare below. I’m on  board with Matt Heinz regarding the importance of process, though I think of process and culture must also be tightly linked. And to Tony Zambito, I say that the process must include a protocol for… Read more »