I attended the Forrester Consumer Forum in Dallas earlier this week. It was my 16th Forrester event which speaks volumes about how I respect the company, value their people and study their work. It’s a day and a half of data, insights and big thinking with a sprinkling of small track sessions scaled down to [...]
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Groundswell: Winning in a World Transformed by Social Technologies – Book Notes
August 7, 2008
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It seems all the marketing world is abuzz over social media. Everyone wants to do it, but there is no best practices approach to follow. That is until now. Charlene Li and Josh Bernoff, two high powererd analysts at Forrester Research published a book this spring containing their recipe for starting and nurturing social community. [...]
Read moreForrester Finance Forum 2008 – Last of Three Posts
July 2, 2008
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Customer Expectations During the Online Application Process This post closes out my series on the Forrester Finance Forum held in New York City on June 23rd and 24th, 2008. You can read part one here and part two here. I always walk away from a Forrester Forum with a rich list of insights. If I [...]
Read moreForrester Finance Forum 2008 – Second of Three
June 29, 2008
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Is Net Promoter Score the Holy Grail? Second in a three part series of observations from the annual Forrester Finance Forum, How to Deliver Great Customer Experiences, held in New York June 23rd and 24th. Go here to read part one. Photo Credit: Steve A Furman Bill Doyle, Vice President and Principal Analyst at Forrester, [...]
Read moreForrester Finance Forum 2008 – First of Three
June 25, 2008
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Great Customer Experience: Easy to Say, Hard to Do. Just returned from the Forrester Research Finance Forum held in New York June 23rd and 24th. Forrester is a research company that does an excellent job at spotting trends, doing deep dive research, and providing companies with helpful insights. I have been a client of Forrester [...]
Read moreNeuroMarketing – New Tools For Engaging Customers
April 20, 2008
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Fast forward to some time in the future. The marketing game has completely changed, having evolved beyond test and control, research, etc. Imagine you can understand how your customers react to your products. By react I mean physical responses such as eye movements, heart rate, breathing pace, galvanic skin response and body language. You can [...]
Read moreCEO Follows Advice of Deity, Decides to Blog
April 13, 2008
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Part II from the Forrester Marketing Forum held in Los Angeles, April 7-9, 2008. Part I, Understanding Customer Engagement is here. Forrester’s CEO, George Colony led off the second day with a talk entitled Confessions of a CEO Blogger. As he tells the story, he had a dream some years ago in which a deity-like [...]
Read moreMore Thoughts on Social Computing
October 14, 2007
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I have had some time to think a little more deeply about the Forrester Consumer Forum experience. Everyone was looking for ways to leverage social computing, seemingly already convinced that it would deliver high value to their businesses. So valuable in fact that I heard people say it was “the next wave” or “there’s no [...]
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