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: […]
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 […]
A brand touchpoint is any way a person in the marketplace interacts with your brand — so practically every brand has hundreds of touchpoints and each plays a role in shaping brand perceptions. So we must consider brand touchpoint design and management critical to building a strong, valuable brand. This month’s roundup of content I’ve read covers […]
Is content marketing is dead? This question was on many people’s minds at the Social Media Marketing World 2016 conference (#SMMW16) a few weeks ago. Although the vast majority of speakers at the event made it clear that we’re nowhere near the death of content marketing, concern is understandable. More content is being produced now […]
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, […]
I originally wrote this piece for the Harvard Business Review. It was published on HRB.org on March 28, 2014. As a member of a start-up advisory program, I regularly hear pitches from aspiring technology entrepreneurs. My job is to sort out the companies with potential from those that need to go back to the drawing […]
– the book: Mastering the New Media Landscape: Embrace the Micromedia Mindset — an informative, timely book about how to navigate and breakthrough in today’s media environment […]
When the folks at Knowledge@Wharton, the publishing arm of University of Pennsylvania’s Wharton School of Business, asked me to contribute an opinion piece, I was thrilled. The editor provided only two general guidelines for the piece: 1. it should be tied to a brand in the news; and 2. it should convey an opinion (not just […]
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. […]