I don’t often talk directly about my day to day work here on this blog, but I’ve just come back from a management team meeting and as we discussed our messaging and our own customer engagement journey, I found myself using a simple word time and time again and it was credibility.
This then got me thinking about the Forrester term – Customer Experience Management, their flavour of defining an engagement solution strategy.
It is not quite the night before Christmas, I am standing in one of the big barn electrical stores and I have in my hand a piece of paper. It’s a list. But, not any list, the handwriting is a little crude and in the very deliberate hand of my youngest daughter it is addressed for the attention of Mr S Claus. I may not be the jolly red fellow, but I have been entrusted to deliver.
This week I had the pleasure of returning to an old haunt as I was asked to present at Gilbane Boston.
I say ‘old haunt’ as I was actually completely blindsided by the fact it was not at the Westin in Copley Place – which, by my reckoning, it had been there since before Vignette was founded (or when we were all children). Therefore my cunning plan to stay in my current favorite reasonably priced hotel in Boston (the Colonnade), positioned just outside the Copley place action was a bad one.
This week I was at Gilbane Boston and as I gorged on the bountiful smorgasbord of ‘key takeaways’, inspirational quotes and great conversation at this CMS industry love-in – I was disarmed by possibly the quote of my week. As I sought out my buddies Robert Rose and Scott Liewehr for mentioning me and my blog in a workshop they gave at the event – Robert said to me “yes, that great blog you used to write”.
According to the latest Social Media Report by Neilsen (respected monitoring/research company) Americans are now spending more time on Facebook than they are on any other website. American internet users spent 53.5 billion minutes on Facebook during May 2011, far higher than the next most visited site – in fact more than the next four most popular sites combined. Continue reading
I admit, I have been neglecting this blog over the summer. It’s a combination of time spent writing elsewhere, a busy work schedule and a social media writers block as I figure out what I want to talk about next here and who I am on this blog. It’s the same story on Twitter, my Klout score has crashed!
So, as I took the kids for their first day back at school I resolved I too would return and whilst I was tempted to write a thrilling introspective of my social media writers block, I thought I’d kick off with a kick-off – Dreamforce. Continue reading
I have learnt from my American colleagues that according to some the end of the world is nigh, or the 21st May to be exact – so as the big day approaches let me be the first to proclaim that WEM is dead.
Really? Well, maybe, OK, probably no. I just thought I’d get in there early. Plus, on the first day at blogging school they tell you to have a sexy title, so BAM here’s mine and what’s better than to claim that something is dead? So…
Over the last few weeks I’ve been thinking about the news that Klout and Radian6 are working together having seen my friend @Robert_Rose tweet about it and I seem to have an obscure English 80’s new wave song “Living by Numbers”by New New Musik lodged in my head. I imagine that very few people reading this will remember it (or lucky for you, even heard it), but it sprang to mind and stayed there, let me explain..
A couple of weeks ago I was fortunate enough to attend SDL’s Return On Engagement Summit both in Boston and in New York. As part of these events we had Brian Solis as our guest speaker (as well some fine case studies presented by our partners).
While this isn’t one of those fancy live blogging posts of the event, I was inspired to write a ton of notes and thought I’d share some of those.
So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew relatively well.
For anyone interested in digital engagement whether you call it web (WEM), customer (CEM) or pervasive (PEM) this looks to me like a significant move.