SuccessfulWorkplace

If you buy into Marc Benioff’s keynote at Dreamforce 2013 this morning, you heard a wake up call for marketers. Benioff sees every device that we will connect to the Internet as a potential marketing opportunity, as data flowing to and from inanimate things can be used to pitch products and services. The Internet of […]

Forrester updated its view into Customer Experience Management (CEM) earlier this year, with very interesting survey data. Retail continues to score highest among consumers and airlines stayed near the bottom. That’s why it came as no surprise when airlines moved quickly to be the first to announce that they would allow device use during takeoff and landing, just days […]

It’s hard to find anyone to argue that traditional broadcast TV is the future of content delivery. But that doesn’t mean that the model will go down without a fight. Industry disruptor Aereo has been waging a battle to allow users of their service to stream and record broadcast content to a device of their […]

Fumbling for keys, credit cards, cables and passwords is so 2000′s. We’re moving to an all-in-one world where devices create convenience, hide complexity and most of all, fit our lives with little adjustment or learning curve. San Francisco-based Coin introduced a device last week that is the epitome of this trend — a small card that […]

We’ve spent most of our lives hearing about the law of supply and demand. Brands create supply through manufacturing and the building out of service capabilities. Through marketing, quality, and some amount of skill and good fortune, our customers demand our products. Can this well-tested, age-old law survive our times? Yes, but only if it […]

TechCrunch today reported on the success of Prezi, claiming that the highly dynamic SaaS presentation tool is now at 30 million users and over 90 million presentations. Does it matter, really? Is the ability to zoom and add soundtracks what makes a great presentation or are those gimmicks that miss the real point? I’ll help […]

It may be the most logical next step Amazon could take. At re:Invent today, they announced their newest service, Amazon WorkSpaces. In their own words on the Amazon site: Amazon WorkSpaces is a fully managed desktop computing service in the cloud. Amazon WorkSpaces allows customers to easily provision cloud-based desktops that allow end-users to access […]

In a recent post, 3 Reasons Loyalty Programs Aren’t Optional, I pointed out why loyalty programs are a critical part of customer engagement. A sudden surge in tablets and smartphones, the phenomena of Big Data, and the need for customer permission to avoid creepiness were reasons every brand needs to have a loyalty program. But […]

How well do you know your customers? While most brands would say they know their ideal shopper, how many can break down their customer engagement into finely tuned segments based on analytics? Some can, but too many are still behind the curve when it comes to having the loyalty platform to gather data, visualize and discover patterns of people […]

There’s an enormous amount of buzz in the marketplace around loyalty. But how many of the conversations make the distinction between the two kinds: one of them that’s good for the moment and the other that’s good for the long haul? Knowing the difference has a real impact on how a brand designs, implements, and […]

If you happened to be at TUCON 2013, TIBCO’s user conference, you heard about Turning Customers into Fans from Head of Client Technical Services Wen Miao. In Miao’s words, “It is no longer acceptable to have only a transactional relationship with customers.” He’s absolutely correct. We are in an age where we can use our loyalty platform as the […]

Would you associate loyalty marketing with Halloween? You will when you finish reading this. When we were kids we headed each October to the local farms to find the perfect pumpkin for Halloween. The biggest constraint was the size of the pumpkin…it was a rule that we had to be able to carry our choice […]

Snowden’s stories of a far-reaching NSA shouldn’t come as much of a surprise to anyone working with Big Data. We’re entering a new age and the technology and techniques of the past won’t hold up. Just reading the headlines is all the evidence we need. German Chancellor Angela Merkel’s cell phone was being monitored by […]

We’ve heard the phrase, “A bird in the hand is worth two in the bush,” since childhood. We were being told by wiser adults to value what we have over the things we don’t. Customer engagement has the same lesson at its heart: We can more easily achieve our goals by creating better, more loyal […]