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 »
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 »
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 »
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 »
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 »