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Enough! Will Social Media Die Already?!
I recently read a very well written and passionate post by Thaddeus Howze called Anti-Social Media that I feel speaks to the irritation shown by many experienced marketers and technology pros. This one...
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Rethinking Retail – Invitable Changes Required for Large Retailers
Retailers are currently experiencing the perfect storm and their ships may not be up for the challenge. It should come as no surprise that the classic retail model is undergoing tremendous change....
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Customer Experience – The New [Again] Definition of Business Success
Call it the Trust Economy, the Social Economy, Social Business or other, much has been speculated, theorized and debated when considering what it takes for a business to grow and thrive in whatever...
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The Courage of Passion Brands and Leaders
In my last post: Changing the Rules of Engagement, I challenged readers with the notion that business can no longer grow and thrive by simply being the best at their game as they once could. Today,...
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When Bold Isn’t BOLD Enough
Ok, so your business is no longer the industry leader. You’ve lost your market dominance. You’ve lost the support of your core audience and supporters. Your sales have plummeted beyond even the worst...
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Mobile Transcends Tactic to Become the Complete Brand Experience
Businesses must quickly rethink their concept of mobile. Mobile is not a device. It’s not a new payment gateway. It’s not another marketing channel. Mobile isn’t just a channel and frankly, it’s...
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Who Creates The Brand Narrative?
During a recent exchange on the growing impact of social customer service, Alan Berkson asked me “who creates the brand narrative”? Interesting question (as is often the case with Mr. Berkson). When I...
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The YinYang of Customer Experience
Over the centuries, philosophers, scientists and poets alike have tried to capture the definition of an inexplicable force that governs much of our existence. Via theory, formula, and verse, their...
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Balancing Emotion and Logic in Customer Experience Design
Whether it’s the decision to buy a vehicle, go on a date or do business with a company, in every instance, every decision we make is governed by both emotion and logic. In fact the proper interaction...
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The Idiocy of Hotel Internet Charges
This past week, I chose the Intrawest-owned Blue Mountain resort in Northern Ontario as the destination for a last-minute mini-vacation with my family. The relatively short drive time, reputation and...
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The Games Corporate Buyers Play
Reed Holden wrote an interesting piece for Harvard Business Review Blogs in which he reports that corporate buyers are playing a “high-stakes poker game” with their suppliers – and are winning. He...
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Low Price is Antithetical to Customer Experience Strategy
In my last post, The Games Corporate Buyers Play, I suggested that corporate buyers are moving towards economic-inspired buying patterns where price dictates what products and services are brought to...
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Your Customer Does Not See
Your customer does not see how unrealistic their demands are. They see how you respond. Your customer does not see your profit and loss statement, nor do they care. They see their shrinking wallet and...
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Yahoo’s Cowardly Retreat
I wish to congratulate Yahoo on selling its stake of Alibaba, a Chinese Internet company, for a reported $4.3 billion dollars. After all, this transaction fulfills many financial analysts’ predictions...
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Adopting a New Perspective on Success
This is not a typical Sensei Wisdom blog post. Today I’m taking a break from the usual insights, experiences, opinions and rants I post on customer experience strategies to share a story that...
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The PR Value of a Well-Apologized Brand
I challenge you to quickly recall five great product stories that went viral and made national headlines. If you’re like 99% of the population, you’re struggling to think of them. If I had asked you to...
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The Corporate Blog Challenge
Last week I posted an article asking if corporate blogs had become sacred cows. I questioned the logic of a corporate blog remaining the center of a social communication hub when readership is down,...
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The Grand Paradox of Social Communications
You cannot read a marketing or social media blog today without stumbling across the advice: “humanize your brand.” The advice is certainly not a new concept to marketing, but one that has had new...
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Social Media is Creating Bad Customers
Do you remember the disaster called #McDStories? The now famous story of how McDonalds was hijacked on Twitter by people tweeting negative stories on their hashtag. Poor planning combined with outright...
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Customers Have Run Amok; Get Your Pitchforks
It’s about the conversation, not the pitch. Engage your audience, don’t preach to them. Social Media is about the customer, not you. Provide value to your audience; don’t sell your product. Create an...
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