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Real Life Customer Service is the Benchmark for Digital (Or Just Don’t Piss People Off)

This week I enjoyed a few hours at a roundtable for marketing folks, organised by Marketing Week, the subject of the discussion was personalisation. As we went around the table, articulating our experience of personalisation,

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Uh huh, the customer would ask for a faster horse

If you’ve ever done any sort of customer research in order to inform a user or customer experience design, or maybe to make a product development decision, I am sure you would have heard some

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Hello MRM (and Hello Acquia)

Last week I joined London based, customer experience marketing agency  MRM Meteorite – (who are part of MRM//McCann/ McCann WorldGroup and Interpublic Group) – to help drive their technology line of business, content management specifically

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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

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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

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Is your Audience Through the Social Media Keyhole?

According to the latest Social Media Report by Neilsen (respected monitoring/research company) Americans are now spending more time on Facebook than they are on any other website. American internet users spent 53.5 billion minutes on

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What’s the big deal about Coke?

It was recently reported in New Media Age, picked up by the Hubspot blog that Coca-Cola were moving their campaign sites from “traditional” websites to social media platforms and they are not alone, Pepsi recently

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