Customer engagement – Ian Truscott

Your customer experience is global — just ask your local chippy

October 4, 2013October 4, 2013Observationsadvocate, Business, China, Customer, Customer engagement, Customer experience, Customer experience management, food, Google;, Marketing, Renren, Roberto Savvides, savvy web developer, Seth Godin;, Social Media, social networking site, United Kingdom;

Roberto Savvides manages The Regency, a “chippy” (a fish and chip shop) in Brighton (a seaside town in the UK). Roberto rolls up the sleeves of his crisp white shirt and opens the doors of

Book Review: Managing Content Marketing

August 17, 2012August 17, 2012BooksConsumer behaviour, Customer engagement, cxm, Jeffrey Hayzlet, Joe Pulizzi, Robert Rose, Seth Godin;, Web Engagement, web/customer engagement, Wem

It’s been a while since I wrote about a book on this blog, but I’ve just read Managing Content Marketing – The Real World Guide for Creating Passionate Subscribers to Your Brand, by Robert Rose

On Online Surveys: Rich Hall – Marketing Genius

April 3, 2012April 3, 2012Observationsactor, airline, British Airways, Customer engagement, Market research, Marketing, online marketing genius, Psychometrics, Rich Hall, Statistical survey, United Kingdom;, United States;, web survey

If you don’t know Rich Hall, he is an American comedian who’s also done quite a lot of stuff on UK TV. A very funny fellow, who I now believe is an online marketing genius.

Is the C in CXM actually Credibility?

January 19, 2012January 19, 2012Observations, The Engagement TierCEO, Credibility, Customer engagement, enterprise software;, Facebook;, Popular culture, Twitter;, World Wide Web

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

Has CRM Finally Decided it Owns the Customers Digital Voice?

March 30, 2011March 30, 2011ObservationsAlterian;, Business, Cloud applications, Customer engagement, Customer experience management, Information technology management, Marcel LeBru, Marketing, Radian6 CEO, Saleforce.com, Salesforce.com, Scott Liewehr, SM2, Social Media, Twitter;, web content;, Web Engagement

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

Adding Pervasive to the Engagement Lexicon (a new Russian doll)

March 17, 2011March 17, 2011Observations, The Engagement TierContent Management, Customer engagement, Customer experience, Laurence Hart, Marketing, Twitter;, Web Content Management;, Web Engagement, web engagemt, web experience

As you know I have recently joined SDL and I have been delighted to find a new twist on the business of engagement that I write about on this blog, something we call Pervasive Engagement.

Web Engagement – The Emperor’s New Clothes?

December 5, 2010December 5, 2010Content Management, Gilbane, The Engagement TierConsumer behaviour, Content Management, content management solutions, Customer engagement, David Meerman Scott, Frank Gilbane, Jarrod Gingras, Marketing, Seth Godin;, Social Web, software vendors, Twitter;, Web CMS, Web Engagement, Web Engagement Capability model, web experience, web experiences

Recently I’ve been seeing ‘an examination’ shall we say of the term Web Engagement Management and the acronym WEM. There is a suggestion that it’s a figment of the fervid imaginations of software vendor marketing

You say tomato, I say tomato, you say WEM, I say WEM..

October 25, 2010October 25, 2010Gilbane, Observations, The Engagement Tieradvocate, analyst, Business, Consumer behaviour, CRM;, Customer engagement, Customer experience, Customer experience management, Customer relationship management, Irina Guseva;, Marketing, Mary Laplante, Social Media, Twitter;, Web Engagement, Web Engagement Management, web engagement strategy, web experience, Web Experience Management

When you say WEM, do you say Web Experience Management or Web Engagement Management? What does it mean and does it matter and what about CEM? Well, in this post I want to explore that,

Your Website – Your Customer Service Agent

October 12, 2010October 12, 2010Observations, The Engagement Tierartificial intelligence, Business, Consumer behaviour, Customer engagement, Gerry McGovern, Intelligence, Intelligence analysis, Marketing, Seth Godin;, Social Media, Social Web, Web Engagement, web engagement objectives, web experience

I’m doing some work for a new client, who look at optimizing customer service across multiple channels using, rather interestingly – artificial intelligence. In my research on this I find myself observing an interesting convergence with

Engaging Clouds

September 8, 2010September 8, 2010Observations, The Engagement TierBusiness, Cloud computing, Computing, Customer engagement, digital marketer, Gilbane Group, information technology, Marketing, Mary Laplante, Robert Rose, Software as a service, Web Engagement, web experiences

I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper –

Engage with a Persuasive Web Experience

April 1, 2010April 1, 2010Gilbane, The Engagement TierBill Zoellick, Blog, commentator, CRM;, Customer engagement, Frank Gilbane, Gilbane, Gilbane Group, passive consumption media channels, Social Media, social media revolution, web analytics;, Web Engagement, Web Experience Management

This post was originally published on the Gilbane Group blog, shortly after I started in April 2010 – that blog has now changed hands and many of the original post removed, so I wanted top