To close out my duties as the Digital Customer Experience conference chair, let’s take a look at the top takeaways from this year’s Digital Customer Experience conference. Using my favorite assortment of data blending and visualization tools, I grabbed the entire conference’s hashtags to determine what was most highly engaged. Zendesk’s Dave Dyson showcased why…
A tough challenge some marketers face is when the customer thinks we are one thing, and we think we are something different. At the DCX conference, I showed what attendees thought customer experience, or CX, was about: Above, I summarized 226,000 tweets about CX and clustered them by their most common words. The top word…
In this series, we’ll examine the first 90 days from a variety of perspectives and provide lots of links to different resources for more in-depth looks at individual topics. Once we understand the overall business strategic landscape, the next major immersion is in the people of our organization. To best understand the people we’ll be…
As we hurtle into Q4, planning for 2017 marketing is underway at organizations everywhere, asking questions such as: What should we do? What shouldn’t we do? How much budget should we submit for? How do we justify it? Should we be hiring? To help, I’ve put together a list of a few resources to help…
In this series, we’ll examine the first 90 days from a variety of perspectives and provide lots of links to different resources for more in-depth looks at individual topics. Once you’ve made it through the first few days of new hire fundamentals, it’s time to dive deep into the business. You’ve of course done your…
In this series, we’ll examine the first 90 days from a variety of perspectives and provide lots of links to different resources for more in-depth looks at individual topics. New Hire Fundamentals The first week or so of your new role is straightforward stuff: orientation to the company, filling out reams of paperwork for human…
Jeff recently asked if I had any stockpiled resources for a new CMO’s first 90/100 days. While I have lots of links and documents for individual tasks, I’ve never put pen to paper for a comprehensive look at what a senior marketing executive should consider in their first quarter at a company. In this series,…
Yesterday I had the opportunity to be a special guest for IBM Watson Analytics’ Citizen Analyst Tweetchat, answering 8 interesting questions about the role and power of the Citizen Analyst. I’ve expanded my original 140 character answers below. What is a Citizen Analyst? Like a citizen journalist, a Citizen Analyst is a person with analytical…
Glenn asked the great question: To calculate the value of an email subscriber, better to treat as 1-time (funnel math 101) or an annuity, since they get multiple emails w/multiple offers? This is a great question because it forces us to think about how we measure a single action with multiple consequences. The short answer…
We’re at the cusp now. The week before Labor Day tends to be quieter, due to many people squeezing last minute vacations in. Are you prepared? Do you know what’s to come? Let’s take a look. Here’s an abbreviated look at what happens once Labor Day comes and goes, a summary marketing calendar. We marketers…
