Viewpoints

The early days of experimenting with social media programs are over; the focus now is not only about fans and followers but also about customers and advocates. Leading companies are now embracing Social CRM to leverage social media and not…

Chimpanzees do it. Birds do it. Rubberneckers do it. “Everybody is curious,” declares Dr. Henry Weisinger, author of the best-seller Nobody’s Perfect. “It’s an instinct that is hard-wired. To explore or investigate our environment is life-enhancing. Organizations that are interested…

I haven't blogged in a while and 140 characters don't come as easily as they used to. Not for lack of stories, experiences or thoughts. Perhaps too many of them. But there is one experience I had last week that…

Leaders in the use of marketing technology are different than the rest of us. As last month’s post showed, they accumulate a different mix of skills – one focused on data, analytics, and software as much as or more than,…

The Customer Experience Management Journey In the business world, we often hear the expression ‘People buy from people’ which is fine; however, in today’s real world with too much information and too many choices perhaps the more appropriate expression should…