i-was-wrong

As a competitive Asian Type-A perfectionist, admitting I’m wrong can be painful.  But discovering I was wrong about some developments in the business world has actually led me to learn some valuable lessons.  I thought you might benefit from my new insights, so here are six calls I got wrong starting with McDonald’s All-Day Breakfast: […]

technology-enabled service

Marketing automation. Real-time analytics. Chat bots.  New technologies like these have created some tremendous capabilities in marketing, customer service, and the customer experience. But as I was reminded by several posts this past month, we must not become so enamored with technology-enabled service that we forget our first love must be our customers. We shouldn’t rely […]

percolate customer journey

A few weeks ago I had the opportunity to do a joint webinar with Dom Goodrum, VP Design and Employee Experience, at Percolate.  The topic was “Beyond Branding: Designing Brilliant Customer Experiences.”  I ended up learning quite a bit from Dom as we prepared for and delivered the webinar and wanted to highlight a few […]

Last week over 3,000 people gathered to discuss the current, the future, the potential, the challenges, the opportunities, the successes, the failures, the tools, the strategies, the methods, the people, the power, and the beauty of social media and social media marketing.  Here are the Social Media Marketing World 2016 top 20 takeaways from Guy Kawasaki, Gary Vaynerchuk, […]

back to brand basics

Given all the new media options and technology capabilities today, it’s easy to forget the essential truths about brands.  I read several reminders this past month about getting back to brand basics. […]