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Is your customer experience like a 60m long, 10-level access ramp?

Posted Friday 28 March 2014

Customers have functional and emotional needs. The brands that create the best customer experiences get the balance right between serving these different needs. Read More

Three broken email customer experiences and how to fix them

Posted Monday 17 March 2014

At its core, email is customer experience. Customer experience happens every time your customer engages with your brand: in any channel, anywhere, anytime. And email is on the frontline of that experience. It is a direct touch point between you and your customer. Every email received from you contributes to your customer’s experience and perception of your brand. Read More

Boomers kicking butt

Posted Thursday 6 December 2012

Boomers may not be the new kid on the block, but that doesn’t stop them from outspending their generational counterparts. As reports, U.S. boomers hold 70% of disposable income. The research also reports that 71% of boomers go online every day. But as eMarketer reports, boomers are more likely to complete online tasks that mirror their offline behavior. Sharing and archiving photos, for instance, is a natural habit most boomers are used to doing offline; the digital space makes that activity more efficient. But ask a boomer to update their online status and you may get a few funny looks. Read More

Why valuable content has to be useful (because I’m hungry)

Posted Wednesday 14 November 2012

Can you suggest any good places to eat?

Of course you can. But you don’t know whether I’m asking for a special occasion, if I’m looking for somewhere quick and cheap to go with the kids, whether I want something formal or more relaxed, or even what kind of food I prefer. Read More

Arguing for a B2B marketing argument

Posted Thursday 4 October 2012

I love a good argument... and honestly it can be about pretty much anything, I will happily argue with you about almost any topic. Read More

Why do people use Pinterest?

Posted Monday 10 September 2012

What’s really motivating Pinterest users? That’s the topic of a fascinating piece by Carina Chocano in the The New York Times called “Pinterest, Tumblr and the Trouble With ‘Curation’.” Read More

Context – Empathy – Experience: Confab goes customer

Posted Thursday 17 May 2012

All your content efforts will be a waste of time if you don’t first figure out some details about your customers. It’s a message that was front and centre yesterday at Confab.

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Get agreement on your customer: Confab 2012

Posted Tuesday 15 May 2012

I originally started writing this halfway through day one at Confab. After a couple of sessions the theme that’s standing out is how important it is to secure buy-in to the foundations of your content program from across your organization.

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Why technology is only half the battle

Posted Monday 7 May 2012

We’re stuck in a rut when it comes to technology and social media innovation according to Alexis Madrigal’s blog over at the Atlantic. He argues that we keep relying on the same old same old. Take for instance Pinterest. At first glance a great idea but, he says, dig a little deeper and it becomes clear it’s just another photo sharing site.

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The end of SEO? Changes to fight over-optimization, embrace semantic search and social influence

Posted Wednesday 4 April 2012

New changes to Google’s much coveted search algorithm is going to force marketers to pay closer attention to their content. The changes will reward sites who place a greater emphasis on creating, curating and managing useful and interesting content, which means content strategy is key for organizations that are looking to improve their overall search rank. Read More

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