This month marks my fourth year of writing on this blog. I have posted 265 times, created 147 categories and made 725 tags for all this content. This pales by comparison to tens of thousands of others, and I’m not even talking about the pros. For me this has been and continues to be an [...]
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Say Goodbye to the Call Center
May 13, 2011
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Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and customer experience in this rapidly evolving digital landscape. We used to call it Web 2.0, but that doesn’t capture what’s happening [...]
Read moreiPod Nano to Become a Touch Watch
December 4, 2010
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Scott Wilson is the founder of Chicago based design firm MINIMAL, and he has a new project. Mr. Wilson and his colleagues are working to integrate the Apple iPod Nano into the first multi-touch wrist watch. How cool is that! Scott’s studio seems to have the chops to do this, having worked in technology, interaction and [...]
Read moreThe Art of Selecting a Technology Vendor
May 5, 2010
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Lots of us find ourselves in a situation where we need to either acquire a new technology or replace a current supplier with someone else. It’s a complicated discussion to be taken seriously. I’ve probably led no less than 25 of these initiatives over my career. Some years ago we were looking to replace our [...]
Read moreFive Things Technology Salesmen Should Never Say to a Buyer
April 8, 2010
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I’ve been a major stakeholder when it comes to purchasing technology for many years. Hardly a month goes by where I don’t meet with or speak to a technology salesman who is interested in moving up in my consideration set. These conversations have increased sharply over the last few years, as technology has become an [...]
Read moreSonos Controller 200 (SR200) – Product Review
December 27, 2009
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I’m a huge fan of Sonos. It’s a great way to enjoy the music that resides on your computer throughout your house, even on the patio. I discovered Sonos nearly four years ago when I was building my home and looking for a whole house music system. I am delighted with my selection. Sonos recently [...]
Read moreTrust Agents – Book Review
November 24, 2009
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Just finished Trust Agents: Using the Web to Build Influence, Improve Reputation, and Earn Trust by Chris Brogan and Julien Smith. Timely topic and certainly these gentlemen are more than qualified to tackle this subject. You never know what you are going to get with books. They can be academic and dry or too light [...]
Read moreArt, Journalism and Dialogue in the Internet Age
November 23, 2009
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As a technology optimist I am almost always in favor of pushing the art and science of the web further. As we know the current period is hyper-focused on Social Media. We hear a lot of discussion about the new era of personal journalism. The news is now frequently reported by regular citizens who are [...]
Read moreThe Digital Planet – Brands Should Prepare for Arrival
November 14, 2009
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I’ve spent some time pouring over Razorfish’s latest study FEED: A Digital Brand Report. In the past they have studied how consumers alter their behavior to adapt to new digital technologies. In this installment they look more closely at how consumers interact with brands online. With each one of these studies I read the stepping stones [...]
Read moreMultichannel Mania at the 2009 Forrester Consumer Forum
October 30, 2009
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Just back from the Forrester Consumer Forum. I say just back, but actually it took place in my hometown, Chicago. There was a great turn out and some very engaging keynotes. One of the major benefits of attending a Forrester event is the quality of presenters and attendees. I had lunch with Brad Brooks, VP [...]
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