Integrating Fragmented Customer Conversations Into A Valued Experience Takes Moxie

Two discussions are occurring in the marketplace around customer experience, one is focused on how to interact, inspire and influence buyers to trust and prefer your brand. The other conversation is focused on what to do with customers post purchase.   Logically, these two are part of the same conversation; one a continuation of the other... To read the entire Forbes article, click here.

Going OmniChannel? You Have To Do These 7 Things Well

The term “omnichannel experience” burst on the scene last year as the next step in the evolution of customer engagement.  Borrowing a concept from advertising, it isn’t enough for sales and marketers to deliver the purchase experience customers will pay a premium for...   Read the entire article on Forbes, click here.

Want To Drive More Revenue? Stop Selling

Whether it’s an expensive piece of medical equipment, software or a consumer gadget, the job of selling has turned into a complicated game of hide and seek. Buyers hide from sales people with all sorts of creative forms of avoidance. Sales teams, in turn, are constantly inventing new ways of seeking out buyers. The problem is particularly vexing when sales teams try to engage the C-Suite…

To read the rest of the Forbes article, click here.

Why the CMO Seat is so Hot

Despite being one of the toughest and shortest tenured jobs in a company, the Chief Marketing Officer (CMO) has become all powerful.  Everyone has an opinion and the heated debate continues over what it means to be a Chief Marketing Officer and how the role is measured. ... To read the full article on Forbes, click here.

Solving the Customer Experience Vs. Engagement Vs. Omnichannel Puzzle

Survey the vast array of vendors claiming to be leaders in customer experience and you might get the impression that vendors have decoded and aligned their operations to customer expectations.  Could all the hand wringing over customer acquisition, churn, and loyalty been blown out of proportion?... To read the rest of the Forbes post, click here.

Marketing’s Missing Link Is It’s Biggest Blind Spot

This month’s BrightTALK program, “Disruptive Innovator Interviews with Christine Crandell”, was a lively debate on why, despite a growing economy, Marketing and Sales continue to struggle with revenue growth.  It’s not a new problem but a particularly vexing one for CEOs, as well as anyone who works in Marketing and Sales….

The read the full Forbes post, click here.

Finally, A Credible Way To Decipher Customer Intent

Customer intent is such a loaded phrase.   Figuring out your prospects’ intentions or the purpose of their actions is like finding a flashlight in a mine.   If you have it, you can quickly figure out what your next step should be.  Without it you’ll keep stumbling along in the dark…

To read the full Forbes article, click here.

Growth-hacking is not just for start-ups

UberAirbnb and other shared economy companies are often cited as prime examples of Growth-Hacking where the product’s experience and design is the primary engine of growth; not traditional out- and in-bound marketing. Held as the new model for marketing or anti-marketing depending on which side of the camp you’re on, the common belief is that this is something just for start-ups… Read the rest of the Forbes post here.

Smart Versus Dumb Customer Support

Consumers today combine research and shopping into one continuous process… with most of it happening online across a range of devices.  They may start on a laptop or tablet and continue the process on their smart phone or at a kiosk.  The expectation is ...   Read the entire Forbes post by clicking here.

Cisco’s User Is the Most Disruptive Force At Work

The nature of how we work is disappointing.   We’re socially isolated, working asynchronously with Skullcandy ear buds on ignoring that thing on the desk called a phone.  Workplace human interaction is typified by endless, boring conference calls or meetings in which no one really pays attention because they’re too busy doing email, IM or updating their multiple social media sites… Read the complete Forbes post by clicking here.   P.S. Thanks for taking this one viral :)