Talking Cups: Your New Best Friend?
The best part of waking up is having a coffee buddy to share the first cup of the day with. We are not far from being able to have a customized buddy right on your coffee cup. The technology and likely the information about you needed to personalize your new buddy is...
Social Media is a Team Sport
“The internet is a place”, Jeff Jarvis said some time ago. The web has become a place where people learn, act, react, transact and affect transitions in real time, and often as a group. Social media tools make that collaboration possible. If you are just listening...
Customer (in)Experience, Inigo Montoya and Maya Angelou
The words "customer experience" are working their way across board rooms, but to quote the great Inigo Montoya, “You keep using that word. I do not think it means what you think it means.” Montoya, although fictional and meme-worthy, is right: You keep using that...
The 1890s Called: They Want Their Funnel Back
The sales funnel: It’s a simple, elegant metaphor for a customer’s journey. To this day, companies allocate resources based on that 1898 visual metaphor. Only customers don’t buy that way anymore. Not B2B or B2C. Advertising advocate Elias St. Elmo Lewis is credited...
How to Win at SXSW
The South by Southwest Festival and Conference, SXSW, or "southby" as event veterans call it, remains three of the most influential events spanning technology (the interactive track), music and film. While I'll focus on the interactive, the edu and newer conferences...
The Importance of Teaching
I spend considerable time in the world of social media listening and analytics. Like an air traffic controller making sure everyone gets the help they need to prevent a social crash. I hear the voice of the customer, making it easy to get dragged into social minutiae:...
