Stop Shouting and Start Engaging!

May 6, 2015 | No Comments

I’ve heard that there are 11 million bits of data thrown at us daily. Yet most of us can only process between 40 to 50 bits of data. We’ve become expert in the art of ignoring data — advertising and branded content – unless it truly captivates us when and where we are looking for

Customer Service – A Shattered Mirror of Performance

Apr 11, 2014 | No Comments

In reviewing Gartner’s “Predicts 2014: Customer Support and the Engaged Enterprise,” I wasn’t surprised to see customer service re-emerging as the core business strategy. Creating a winning customer experience is a critical differentiator, and consistency of experience across channels of engagement helps build brand messages for more lasting and focused brand resonance. It’s no surprise,

The Social COO

Feb 4, 2014 | No Comments

I will admit: I’m biased on this topic. I find McKinsey’s recent article “Why the COO should lead social-media customer service” by Gadi BenMark to be ‘spot on’ from my personal experience. While marketers focus on promoting a product or service’s features and benefits, they are less in tune to the customer; such has been

Does Fast Adoption Give Your Company A Competitive Edge?

May 21, 2013 | No Comments

We’ve seen how early Social Media adopters took the spotlight for being first on the scene, but we’ve also witnessed big brands buying those early adopters back into obscurity. After the dust has settled, the Social environment has finally come to rest with a slew of major platforms and tertiary tools to manage them or

A holistic view of Digital Marketing

Apr 27, 2013 | No Comments

We’re at an exciting point in the age of digital marketing, as the convergence of data brings together easy-to-read dashboards reflecting digital advertising (PPC), Search Engine Optimization (SEO) and Social Media Marketing (SMM). New measurement tools, coupled with existing website-based tracking software, marketing automation and Customer Relationship Management (CRM) software tools are providing marketers with amazing

Extend the Reach of Your Brand and Sales with Channel Partner Marketing

Apr 3, 2013 | No Comments

Much of today’s commerce is built on a go-to-market strategy leveraging Channel Partners – relationships that provide revenue for all participants and extend the reach of all brands. Whether you look at Financial Services, where a product (mutual fund, index fund or ETF) is offered through Financial Advisors, or the roofing industry where roofing products

The CEO and Social Media

Mar 26, 2013 | No Comments

Since I’ve been involved in Social Media for the past couple of years with my blog, LinkedIn, Google+, and Twitter, I was very interested to read the experiences and viewpoints of other executives in Chief Executive Officer. The article itself rambles from topic to topic, much as a true Social Media user might, starting with

Contextualization, Data and Customer Loyalty

Feb 27, 2013 | No Comments

I recently came across a Forrester paper entitled “Contextualization” which I was able to download from This piece by Ron Rogowski, Stephen Powers and Anjali Yakkundi is a concise and eye-opening statement about the true power of marketing, analytics and context of buyer experience. If you’ve ever struggled to stay focused on the moving

Social Media …Creating or Deteriorating Brand Value

Jan 25, 2013 | No Comments

Greater economic turmoil over the past couple of years has led to a great deal of workforce attrition, and thus a significant loss of knowledge and corporate history for the company. Strong brands make a significant investment in brand standards implemented across their enterprises and suppliers, and take time to continuously measure brand consistency against

If a service organization is best-in-class, then obtaining a referral should be easy!

Mar 29, 2012 | No Comments

A recent white paper from the Aberdeen Group about the State of Service Management: Forecast for 2012 compiled the results of over 200 survey respondents who were asked to identify the strategic elements that contribute to best-in-class performance for service organizations. Of the organizations interviewed, only 59% of mid to larger organizations indicated a profit-centric