Three Things to Keep in Mind When Developing Content for Today’s Consumer

Three Things to Keep in Mind When Developing Content for Today’s Consumer

The evolution of technology – and the shift in how we interact with brands – has had a major impact on the expectations of today’s consumer. As marketers and customer experience professionals alike find themselves in this “always on” and “always connected” environment, we need to make sure we are adjusting our digital content strategy to meet the evolving expectations of today’s content...

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Digital Algorithmic Curation. Narrowing our View of the World?

Digital Algorithmic Curation. Narrowing our View of the World?

The Short of it: Digital algorithmic curation, the idea of constructing and serving digital experiences based on a user’s behavior, is meant to provide the consumer personalized experiences for higher revenue generation. From a macro perspective, however, it may also have the unintended consequence of narrowing our collective view of the world by only serving us content that we agree with and...

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Social Media: Your Collaborative Toolbox for Change

Many companies leverage their social media for transformation initiatives to engage with their customers and the general public. However, often times companies forget about the power of also leveraging these tools internally.  While social media can invoke the fear of potentially providing a medium for public outcry and negativity, it can be leveraged to communicate with and support employees...

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Keeping Retail Banking Relevant – Ever thought of your local bank branch as a Starbucks? Part 1 of 2

When was the last time you visited your local bank branch? Physical banking seems to have become something of the past for most millennials, or 25% of the US population. According to the industry data, the majority of customers visit their physical branches once every six months. Moreover, over 80% of customer interactions are performed through self-service channels.…

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Salesforce.com’s Social Studio Takes Sales and Marketing efforts to the Next Level

Social Studio is Salesforce.com’s recent addition to their ExactTarget Marketing Cloud. This addition empowers business owners to take their social listening and engagement to the next level. Salesforce.com has continued to bring innovation to its platform including harnessing the power of social media. I first wrote last October about Salesforce.com’s efforts to help with social channels...

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Top Banks Developing Centers of Social Media

Around 2010, many big banks went all-in in terms of their social media presence.  Social media strategy wasn’t something banks’ current marketing staff had the capacity to manage, and many opted to create and hire for positions like “Social Media Strategist” or “Online Community Manager.”  Banks needed people who understood Facebook, Twitter, and the other social media tools as well as...

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Image is everything – and you no longer control yours!

In a world ruled by the immediacy of online and digital channels, companies need to face the fact that a consumer comes into contact with your brand well before you know about them!  Take a personal example: I recently found myself on Facebook and suddenly realized I’d clicked three degrees of Kevin Bacon deep and was now looking at pictures of my friend’s, friend’s new dog, trying to decide...

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3 key aspects companies should incorporate into their customer service

Like most customers, my mood turns sour when I encounter poor customer service. However, personally, poor customer service (long hold times, unpleasant CSRs, inconvenient processes) still feels like the norm and therefore I try to not let it ruin my day. But what I recently found out about myself as a consumer, is that I’m far greater impacted (in a positive way) by excellent customer service...

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How Millennials Will Save Your Company – Harnessing the Transformative Power of a Generation

 Joel Stein’s recent Times article, “Millennials: The Me Me Me Generation; Why They’ll Save Us All”, instigated intense controversy, with multiple responses from various sources debunking many of his claims. I won’t go into detail on his article, but I do think he has one thing right; Millennials will save us all – if ‘us’ means...

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