20-Year Predictions

At a client dinner last week in Amsterdam we turned from talking digital transformation and customer experience to a more future-oriented topic:  What’s going to happen in the next 20 years? It was a great group, including KLM (the airline), KPN (the telecom company), ABN Ambro (largest bank in the Netherlands), Alliander (the electrical grid…

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Everything You Need to Know About Using Facebook Groups for Business

Facebook is evolving to focus more on building communities, and groups are the natural tools to help forge those new kinds of connections. One billion people already belong to Facebook groups. About 10 percent of those belong to groups that Facebook has identified as “very meaningful”—communities that “quickly become the most important part of someone’s…

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What Chief Customer Officers Talk About Over Dinner

For a CX transformation effort to go beyond the small and tactical, organizations need an executive in charge of leading the effort. Although these senior leaders go by various titles, the most common is still Chief Customer Officer (CCO). That’s why I was immediately interested when Dell’s CCO Karen Quintos, and her Dell Technologies colleague,…

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Emojis don’t drive brand engagement

The use of emojis has added a lot to text communication. We all know that when you receive a disco dancing emoji followed by three wine glasses in response to the question of whether your friend is still on for a few after work drinks, that the night could be about to spiral out of…

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Using Micro-Communities to Boost Organic Reach on Social Media

As more people and businesses compete for attention on social media—and networks like Facebook continue to tweak their algorithms—many businesses are seeing a steady decline in organic reach. The most touted solution is to buy social ads. But what if your business doesn’t have a social advertising budget? How can you increase organic reach… organically?…

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More like us

When we come to a fork in our personal or professional or civic life, we get to make a choice. And often that choice is easier when we have a benchmark, a model to follow. You can decide to get an advanced degree in physics to be more like Elon. Or go to RISD to…

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3 Unusual Content Marketing Approaches That Actually Work

My favorite brand on social media is Denny’s. The diner chain eschews pretty much every marketing convention, and that’s exactly why its efforts stand out so much. The company’s online personality has been compared to that of a “chill teenager.” Its Twitter feed is filled with juvenile humor, rarely promoting the restaurant’s actual food in…

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Cutting cookies: How Apple is sparking an internet advertising revolution

2017 has been a tough year for advertisers – from increased ad costs to growing ad blocker usage and the resulting need for more personalisation, it’s been a difficult year for the industry. Apple’s recent news hasn’t helped either. The company’s new “intelligent tracking prevention” is set to completely change the advertising scene. So, what…

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Best of 2017 #3: Global Brand Equals Global Bland

Continuing our stroll down memory lane, here’s a piece from May.If you wonder why so many big brands are obsessed with media, the answer is simple. It’s the only thing they have left to argue about.Their determination to demonstrate “globularity” has had an unintended consequence — the trivialization of strategy and creativity.Globularity leads marketers to…

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