My informal personal blog, once called “Hovering Over the Back Button”, now, as I post on Tuesday’s it’s “Tuesday 2¢”, if you want to follow it every week, I’ve created a LinkedIn newsletter too.
-
Customers don’t care about your industry rules
I had a very pleasant lunch this week with an old chum, who’s an IT leader in a venerable publishing institution. We chatted about a number of things, but the thing that inspired this post
-
3 Steps to Trust not Bust Your Customer Experience Silos
In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up
-
Customer Experience Management – Thinking Inside The Box
When we as an industry discuss the customer experience, an awful lot of work goes into the outward-facing part of the discipline. Particularly, as in some organizations, CX initiatives seem to have been adopted first
-
What is content?
Recently in the UK marketing publication Campaign, author, serial agency founder and regular columnist Dave Trott wrote about what he thought about the future of content in Content, Content, Content. In the article he rather glumly
-
Content marketing – it’s more then just being in the attention business
I’m working on a post for our company blog, thinking about how companies need to engage their employees when they are rolling out customer experience or digital transformation projects. The post is about “breaking down
-
Levitt; More than Railways, the Father of CX?
Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written for Harvard Business Review back in 1960. Here’s the description
-
Remarketing; Easy, cheap and better results – but should you?
I walked into your store. My task was to look for a product to fulfill my need, to find out what that might cost, how it looks and feels. I picked up a product, thought