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 moreThree Years on Twitter, or How I Spent 10.2 Days of my Life in the Stream
February 23, 2011
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Today, February 23, 2011 marks the third anniversary of my first Tweet. Honestly, I don’t remember what I Tweeted. It would be great to say it was something memorable like, “Watson (the IBM Watson), come here I need you.” But alas it probably wasn’t that profound. During those three years I have Tweeted 7,665 times. [...]
Read moreThink + Action = Results
January 17, 2011
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Today we honor Martin Luther King, Jr. He was a man who obviously thought long and hard about important things and how to change them so more people could have equal opportunity to pursue their dreams. Dr. King knew his actions were putting him in danger, but he calculated that risk and determined pursuit of [...]
Read moreAdaptive Marketing: Coping with Real Time Customers
May 14, 2010
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The theme of the recent Forrester Marketing Forum held in Los Angeles this past April was Adaptive Marketing: How to Design a Flexible Organization to Thrive on Change. As usual there were Forrester speakers and presentations by big brands who have been working to either adapt their own marketing efforts to the fast-changing consumer, or providing [...]
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 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 [...]
Read moreIs Yahoo Stalking Twitter?
September 1, 2009
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Many of us have been wondering if, or really when, someone would try to compete head to head with Twitter. We all know of Twitter’s explosive growth and we love it and hate it, but use it. To date there has yet to be a worthy competitor. Perhaps that’s changing. The blog world has been [...]
Read moreIs Twitter Losing its Value Exchange Power for the Individual?
April 24, 2009
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It’s only 3 years old, but Twitter seems to be transforming faster than it’s adding users. Two years under the radar, one year in steady growth; the fourth year (over 14 million members) is shaping up to possibly be “thee” year it will flirt with the mainstream. And that’s when I will have to completely [...]
Read moreKosmix.com – Table of Contents for the Web
March 16, 2009
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My roots are in books. I ran a chain of retail bookstores in the ’80′s, became a buyer at a wholesaler responsible for making fiction and non-fiction merchandising decisions for dozens of national chains, and eventually evolved to publishing. As the web emerged one of the obvious shortcomings I observed was when you landed on [...]
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