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Six Years on Twitter. How Many More?

I was contemplating whether or not to blog about why I’m on Twitter and how I use it. My first Tweet was February 23, 2008. For some unremebered reason I put it on my iCalendar that day with a perpetual repeat. The internal food fight of whether I should give it life here went on in […]

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Five Years on Twitter, or How I Spent 18.1 Days of my Life

Updated April 5, 2013. Some content previously published. I’ve been using Twitter for five years. It’s amazing to see how much Twitter has changed over that time. Actually it’s only over the last 24 months or so that they have made significant leaps, with the first years serving as setting the foundation. Twitter is about […]

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SXSW – Storytelling

Austin welcomed the 20th SXSW Interactive event. That’s right twenty years. Despite the fact that digital moves at the speed of light, it has a way of creeping up on us. We’ve become so comfortable with it permeating nearly every corner of our lives we hardly notice when it does. And so there I was […]

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Improving the Customer Experience with Social Media

I have been thinking lately about how customers form their perceptions of brands and what we can do about influencing those memories. Brands and products can easily become look alike commodities, which makes gaining mind and wallet share more difficult. Brands want to be distinctive, stand out among the crowd and be noticed by consumers. […]

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Caution: Universe Change

Today we lost an hour from our clock as daylight savings time made its return. That seems appropriate. Here in Chicago we vaulted from fall right into spring, bypassing the mess of winter we are usually required to endure. It’s the universe’s way of trying to keep up with the manic pace of convergence here […]

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Social Media: It’s Déjà vu All Over Again

From about 1995 to 2003 the departments inside firms who were responsible for establishing and maintaining the enterprise online presence had to do most everything themselves. Jack of all trades if you will. IT of course helped, and eventually agency partners were hired, but for the most part it was a one area show. Those […]

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Say Goodbye to the Call Center

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 […]

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Facebook is a Tough Place for Brands to Call Home

There’s no denying that Facebook is becoming a major channel for brands on the planet. I spend quite a bit of time there and likely you do as well. Brands are investing significant amounts of thought, human capital and money in hopes of garnering customer engagement and eventually revenue. But Facebook doesn’t make it easy. […]

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eMetrics Marketing Summit 2011 – Data Storytelling

This was my first eMetrics Summit, and I must say I was quite impressed all around. I was asked to present and sit on a panel about social media metrics and so I arranged my schedule to specifically attend that Monday session. Fly in late Sunday and back out early Tuesday. I soon discovered that […]

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Think + Action = Results

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 […]

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There is No Social Media Playbook

As the calendar has turned to 2011, we have been inundated with an endless barrage of Social Media predictions compiled by experts and dabblers alike. Some of what I have read are excellent and well informed perspectives backed by data and research, while others appear to be, well, nil-informed. As Yogi Berra once said, “Prediction […]

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The Soul of a Brand

What’s your soul worth? Bart Simpson sold his to Milhouse for $5.00. I would say he may have left some money on the table. Not to worry, this post is not about any particular spiritual compass, but it is the longest post I’ve ever written, 1,486 words. Let’s say that a soul, for the sake […]

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Three Years of Blogging. Really.

Breaking news! Today marks the third anniversary of my first blog post, and you probably don’t care. But that’s the beauty of a blog. People post even if no one cares. The past 1,095 days as a blogger will be remembered by me as both an enriching and challenging experience. One has to face the […]

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Adaptive Marketing: Coping with Real Time Customers

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 […]

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Finally Succumbed to foursquare

When it comes to trying Social Media applications I’ll be the first to admit I don’t exercise much restraint. Normally I jump in. Frequently I abandon for various (and good) reasons, but it doesn’t take much arm twisting to get me to try. Foursquare was for some reason different. Yes I read all the Tweets […]

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Create a Social Network Inside your Company to Succeed

Large corporations are beginning to give Social Media more face time, but it’s still well down the food chain for resources and attention in most C-Suites. There are good reasons for this; no reliable ROI, potential risk, medium not fully understood, don’t see how it can scale. It’s popular to say, “They just don’t get […]

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Trust Agents – Book Review

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 […]

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Art, Journalism and Dialogue in the Internet Age

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 […]

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The Digital Planet – Brands Should Prepare for Arrival

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 […]

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Consumers Wield New Found Power – Is it Being Abused?

I have always been an advocate for listening to the voice of the customer. In the eighties I was the GM for a bookstore chain. From time to time I would receive letters from customers who had an unpleasant experience with a staff member, or felt our practices, or title selection, was not acceptable. I […]

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