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Digital Transformation Starts with Reimagining the Customer Experience


All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours.

SXSW Jumps the Shark (Again?), The Meerkat Craze and Twitter’s Questionable Developer Relations – ContextMatters #6


Jumping the Shark Has Jumped the Shark SXSW is a special event. It is what you make it and what you allow it to be.

Meerkat and the Ephemeral State of Livestreaming and Me.tv


By now you must have heard about Meerkat, the latest tech media darling that lets people tweet (steam) live experiences with friends and followers on Twitter.

Insights: Interviews on The Future of Social Media as Curated by Anil Dash and Gina Trapani


I’ve long admired the work of Anil Dash and Gina Tripani over the years. In many ways, each as shaped my perspectives in new media and its impact on our professional and personal lives over the years.

Creating Truly Personal Omni-Channel Customer Experiences


When I was in London, I visited the Smart Focus HQ to shoot a series of videos, host a webinar and also sign books for local marketing professionals (videos and webinar accessible here.)  While there, something unplanned and very cool began to surface and I’m excited to share the result with you here.

I’m Pivoting Toward Growth


Even Pivots make pivots. Such is true for the Pivot Conference. After 5 wonderful years, Pivot is moving away from a traditional conference format toward one focused on “user generated learning experience.” I’m moving into an advisory role and Matt Godson, Mike Edelhart and the Momentum team will carry the Pivot torch proudly.

Customer Experience is Becoming More Important Than the Product Itself


Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle.

Mobile CX (Re)design: A Catalyst for Digital Transformation


Guest post by Jaimy Szymanski (@jaimy_marie), Analyst, Speaker, Advisor In order to inspire great digital transformation within an organization, strategists must provide proof of concept on a smaller scale.

Facebook’s Suicide Prevention, Cocaine Fueled Startups and Silicon Valley as the Hub of Innovation? – ContextMatters #5


Facebook’s Suicide Prevention System Social media bullying is an unfortunate reality. The heart-breaking cases of suicides are frequently in the news these days.

Companies Need to Compete for Relevance to Survive Digital Darwinism


Digital Darwinism is claiming businesses everywhere. As technology and society evolve, leaders face the need to adapt or die.

Social Business is the Sum of Social Media Marketing, Social Customer Service, Social Selling and More


There was a time when social media anything represented a promise to a brighter future of customer engagement.

Medium vs. Twitter and The Tech War in San Francisco – ContextMatters Episode 4


Medium vs. Twitter Have you used Medium the >140 version of Twitter? During the early days of social media, platforms such as WordPress and Blogger offered technology and networks to anyone with something to say.

Customer Experience is Meant to be Evocative not Reactive


We are entering an era of customer-centricity, mostly because we have to. But also, because employing a customer focus is the right thing to do.

ContextMatters Episode 3: Brian Williams, The Future of Social Media + The Anti-Vaccine Movement


Three weeks in and three episodes are now online. Chris Saad and I really got into these topics in the latest episode of ContextMatters.

Companies Profit When Customers Suffer


You’ve heard it a million times, a happy customer tells a couple of people and an unhappy customer tells everyone.

ContextMatters Episode 2: The Crunchies and CNN’s Sex, Drugs and Silicon Valley


Welcome to the second episode of ContextMatters. My co-host Chris Saad and I are having fun recording this series.

GetVOIP: The 35 Best Entrepreneur Blogs


GetVOIP published a list of the “35 Best Blogs” to help entrepreneurs pursue their dreams. Brian Solis was ranked number 1.

Attention is a Precious Commodity: Earn it and Spend it Wisely


There’s an oft-shared quote that I’d also love to share with you here, “If I had more time, I would have written you a shorter letter.”  French mathematician, physicist, writer and philosopher Blaise Pascal essentially captured the essence of thoughtful and purposeful communication with a bold but confusing statement in 1657.

Attention is a Precious Commodity: Earn it and Spend it Wisely


There’s an oft-shared quote that I’d also love to share with you here, “If I had more time, I would have written you a shorter letter.”  French mathematician, physicist, writer and philosopher Blaise Pascal essentially captured the essence of thoughtful and purposeful communication with a bold but confusing statement in 1657.

Why is AirBnB Singled Out by Government When Web 1.0 Competitors are Ignored?


Bloomberg’s Christian Thompson recently published a story on AirBnB and how it is and isn’t different than many Web 1.0 sites such as HomeExchange or HomeAway.


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