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, the good, bad and ugly, it seemed when describing the good, everyone was describing what we are looking for in..

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 and (as this press release details) our partnership with Acquia and their cloud based CMS platform. It was a difficult..

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 was challenge to his organization from digital disruption. The publishing industry is the poster child for digital disruption; a supply..

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 the way a business interacts with it’s customers. I described this as “thinking inside the box” and discussed some of..

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 recalls a discussion during a future of content event; No-one defined it because, to everyone else, it didn’t seem important..

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 Facebook during May 2011, far higher than the next most visited site – in fact more than the next four..

WEM Is DEAD.. it’s all about the Multi’s..

I have learnt from my American colleagues that according to some the end of the world is nigh, or the 21st May to be exact – so as the big day approaches let me be the first to proclaim that WEM is dead. Really? Well, maybe, OK, probably no. I just thought I’d get in..

Taking the W out of CMS?

Next in my occasional series where I refer to a different to letter to the one in a TLA (after discussing the R in ECM) – I wondering if it’s time we took the W out of CMS and thought about management and delivery as separate disciplines. I am not the first to think like..