Open Letter to the CxO: Can You Survive the Age of Integration and Collaboration?

Collaboration integration and people

Here’s the golden rule I always followed as an IT business guy, marketer, publisher and digital strategist: I only care about the customer of the customer. No matter how you look at it: no business can succeed if it doesn’t make sure that its customers can make their customers succeed. In the social era we [...]

The Digital Business Impact of Multifunction Device Consumer Adoption

multifunction devices

Will 2013 be the year of smartphones and multifunction devices in general? Will it be the year of mobile? Of course it will. However, the past years were the years of mobile and multifunction devices too and I expect so will the coming years. The use of multifunction devices, smartphones and tablets clearly continues to [...]

Successful Social Business Pilot Projects: Benefits of Starting Small

pilot

In a previous post I looked at how the ‘people and process’ part matters before all in what we call social business (WIIFM, speaking the same language, common intended benefits, etc.) . These two P’s are not new but repeatedly get overlooked, especially when technological and societal evolutions are still in the hype faze. History [...]

Social Business Failure Is a Choice: Speaking a Common Language

speaking the same language

We are warned. Gartner predicts 80% of social business efforts will not achieve intended benefits through 2015. There is a problem with that prediction and the perception it creates. In practice, social business is a huge Babylonian confusion. In order to know how to succeed, it’s essential to speak a common – business – language [...]

Achieving Omnichannel Customer Loyalty: Tips and Infographic

customer lifetime value

Through cross-channel engagements and delivering the right content and information at the right time and in the right environment, we can optimize the relevance and return of everything we do as marketers. It’s as a I wrote in my previous post about customer empowerment. Omnichannel marketing and omnichannel retail, as they are called now and [...]

Five Customer Empowerment Tips: the Days of Intuition are Over

customer empowerment

We all talk about the empowered consumer and it’s safe to say that consumers indeed dispose of more ways to inform themselves, interact and buy when, where and how they want. You don’t really need studies to notice customer empowerment. Just ask any retailer of consumer electronics, for instance. People still ask for advice but [...]

The Connected Consumer: Who Are We Talking About?

connected consumer

The term ‘connected consumer’ pops up on virtually every blog that covers social media and digital marketing. As usual, the danger is that in the end everyone talks about something different when using the term. Furthermore, it’s important to understand the connected consumer and his connected customer journey if you want to serve him well. [...]

On Twitter and real life: some love and some tips #socialsong

Chuck Kent

It’s that time of the year. Some of us are taking a deserved break, others continue working because they have to or don’t celebrate Christmas and some do something else. I’m working on a few trainings regarding the use of some digital and social channels. Even if my message is to be channel-agnostic and think [...]