On CMSWire – Forget the Channels, Focus on the People


Commentators are still referring to a shift in customer experience channels “that is coming”, including this piece by Ted Schadler of Forrester, co-author of “The Mobile Mind Shift.” In it, he writes: Mobile has increasingly become the go-to device to fulfill a consumer need Schadler caveats his statement, he says “has increasingly become,” where I think he.. [read more]

9 Content Strategy Readiness Metrics


I am pretty fortunate to be engaged with some super customers on their content strategy programs. When we start the process, during the discovery process, I inevitably get asked “How do we compare?”. Sometimes it’s a loaded question referring to their competitors, but really organizations are looking to see how they rate against an established best practices and to.. [read more]

Resurrecting Persuasive Content

content is king

Recently I’ve undertaken a career move that has taken me from working for a software vendor, taking our products to market, back to the world of consulting, sharing my experience and advising clients on how to take their products to market. Alongside some super smart folks at Tahzoo, I’m working with our clients to help.. [read more]

Customer Experience – More Than a Pretty App

phone hands

This post has been brewing for a few months, seeded by a bar conversation I had with Scott Liewehr from Digital Clarity Group a few months ago, as it seemed to us that the focus of the discussion around Customer Experience Management (CXM) was currently too skewed toward marketing. Yet, of course, (and the clue’s.. [read more]

Klout; your score is 100 MILLION


Like just about anyone and everyone who writes about social media, I am going to jump in with a point of view on the reports that Klout will be acquired for $100m by Lithium. I’ve written about Klout before, back in 2011 in this post “They don’t want your name, just your number” and my.. [read more]

Care to Be Shared? 6 Questions to Ask Of Your Content


I recently came across an article on the Business2Community blog that discussed conformity versus creativity in content marketing. It’s worth a read, but buried in the article, I got introduced to  a common sense list of questions that I think content marketers should ask of their content, especially if they hope will be shared. So,.. [read more]