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Customer experience evolves into Co-experience
Most companies define customer experience as bi-directional brand interactions; the prospect reacting to an ad, a first time buyer, or a customer interacting with customer service. With the advent of...
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Do Consumer Trust Banks, Well yes and no
I recently had a chance to publish an article on banknxt.com examining the success and failure of customer experience programs in the banking industry. Check it out and let me know what you think. Do...
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4 Steps for Building Customer-Centric Teams
Each and every customer makes decisions at every step of the customer lifecycle. Here are four steps to help put the customer at the center of your company. That’s the beginning of an article I...
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Customer Experience is Hot, Hot, Hot
I recently had the opportunity to sit down with Ryan Joe, the Senior Editor of DM News and host of Direct Cut. See my interview and let me know what you think?
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The Four Stages of Social Marketing Maturity
Social continues to be the buzz word in marketing. But the shine of the new toy is wearing off. Brands are looking for the payoff. There are millions of Likes out there, but where’s the revenue, the...
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Marketing Maturity, Organizational Readiness, and the Impact of Social...
I was interviewed by Marisa Peacock (@marisacp51) at CMSWire on the topics of marketing maturity and social intelligence. Check it out and let me know what you think, Marketing Maturity, Organizational...
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Driving Conversions is what it’s all about
I recently published an article in Chief Marketer about driving conversions through increasing the relevancy of content entitled, Drive Conversions by Making Interactions More Relevant
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The Battle to Stay Relevant: Personalizing Marketing Content
The days are gone when personalization meant “Dear John”. I just published an article in Customer Think about the battle to stay relevant. Check it out and let me know what you think. The Battle to...
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Marketing should be evolutionary, but it doesn’t have to be revolutionary to...
I speak and write a lot about customer experience and the technology that enables marketers to identify, engage and deliver highly contextual and personalized digital experiences. Over the years, I’ve...
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Bridging the gap between brand and digital marketers
In my last post, I wrote about getting started with customer experience management. How it starts with moving towards becoming customer centric and is less about technology, than it is about process...
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