Don’t spread omni-channel evenly…think mobile first

Omni-channel is a popular term and for good reason. The sources for customer, product, inventory, and many other kinds of data data are exploding, leaving marketers playing catch up with ...

Marketing is leading the digital revolution

Every revolution has its vanguard. Throughout technology’s history, that vanguard has been the part of an organization willing to invest for one or both of two reasons: it is having ...

How can you be successful without first defining success?

We’re way beyond the point where the world debates whether customer loyalty marketing works, which makes it a good example of a broader theme.  When we think about customer loyalty’s ...

Editor's Choice

As a golfer once told me — “Never over, never in”

Back when I lived in Spain, I never completely grasped the value ...

The customer experience bar is higher than you realize

Customer experience is going through rapid change. At the Forrester East Coast ...

JerkTech is a growing problem and you need to know it

Jerktech is on the rise, and it doesn’t come as much of ...

You’re thinking about mobile the wrong way

When it comes to marketing, mobile is too often considered a channel—one ...

You can’t logic someone out of something they weren’t logic’d into

One of my favorite lines from sales training (that I also know ...

Retailers — It’s mid-Summer but Christmas is coming

Christmas is coming. Yes, it may seem a long way off, but ...

The Big Data market will correct itself

One of my favorite bloggers has to be Alistair Croll, a Canadian ...

The World Cup reminds – Marketers are architects of passion

Watching the World Cup 2014 in Brazil is an excellent reminder of ...

You will fail if you don’t differentiate

So many companies struggle to sell their products because they fail to ...

Latest News

Disruption and the “French problem”

We spend significant time in France each year for a few reasons. For one, it is my wife’s homeland and there are family and friends to connect with. Secondly, it is an amazing place to be in the Summer. The weather, the food, the countryside, the beaches and the cities are all some of the […]

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The battlefield of tomorrow is customer experience

The time is fast approaching where the stiffest competition for a customer’s wallet share will come from customer experience and the ensuing loyalty. You might think from everything you hear that we’re already there, but we’re not. Despite the rapid growth of smartphones and tablets, we haven’t yet reached the point where the majority of […]

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Does your marketing have relevance? How do you know?

By definition, for something to be relevant, it needs to be important to the matter at hand. For marketing, the matter at hand was once simply reaching the public’s consciousness through mass media with hopes that your product would be remembered at buying time. Being relevant today, however, is another matter entirely. Today’s consumer has a […]

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Getting the CMO and CIO to work together

Forrester’s Sheryl Pattek wrote a few months back on the hot topic of cooperation between CMOs and CIOs. Summaries of Pattek’s thoughts were captured in this SlideShare. Pattek cites three reasons why these two organizational leaders are finding themselves as allies in ways that were unthinkable a few years ago: Digital changes the game – As […]

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Software industry redefining product management

Quick, name a product that was developed without using software. It’s difficult, if not impossible. Software has become a crucial part of almost all goods and services. It’s used to design and develop just about any product you can think of, from consumer goods to industrial equipment – or any service or experience ranging from […]

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Why Americans need to give football (soccer) a chance

A piece yesterday covered why soccer struggles in the U.S. as a major sport. The piece focused on the officiating, which was, I’ll admit, pretty poor. But while the penalty against the underdog Croatia after a flop by Brazil’s Fred and an equally shaky call during Spain vs. Netherlands cast doubt on the referees, neither changed the probable outcome […]

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That’s EXACTLY why European football (soccer) struggles in the U.S.

If you watched yesterday’s World Cup 2014 opening match between Brazil and Croatia, you saw exactly why there’s so much antipathy toward “the beautiful game” in the U.S. In front of the goal, Brazilian player Fred (first names are more than enough in Brazil) performed one of the worst flops in modern history, at least […]

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Programmatic marketing is the only way

The real story of the value of big data, the Internet of Things, and data analytics is bigger than any of these trends by themselves. In fact, each of those descriptors is merely a part of a much bigger trend; the backstory that has even greater impact on our lives is the transition to a […]

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Taking sides in London cabbies versus Uber

There’s nothing quite like being on the desperately wrong side of history and angering the public in the process. That’s exactly where London cabbies are at the moment in their fight against the Uber car service. Their argument that Uber’s app violates the rules for how cab fares are metered seems an issue for the […]

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Shouldn’t data really be about the decisions?

The issue with Big Data isn’t its hype – there are certainly enormous benefits in capturing the data being generated by a rapidly digitizing world. The issue has been and continues to be how we approach the problem of having too much data, accumulating too rapidly and in too many forms for organizations to handle. Big Data has […]

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Apple iOS 8 spanks Android on the Internet of Things

The battleground for mobility isn’t the phone — it hasn’t been for a while — but it isn’t the app anymore, either. Round 3 of Apple versus Android (the only real fight worth watching) will be fought to make the mobile device a personal digital hub with a seamless user experience. In that fight, Apple […]

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The Internet of Things disrupts the urinal

Toilets at Heathrow’s Terminal 2 are have sensors that count the number of times someone uses their services. Counting the number of times someone uses a urinal may seem like a small thing, but the outcome is disruptive — the cleaning of the toilet has always been tied to a cleaning schedule. That schedule requires […]

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A day in the life of a chief data officer

Data stopped being the sole property of the IT department the moment business users realized that technology existed that allowed them to feed themselves. If that wasn’t enough, the cloud came into vogue and mobile and social media use exploded, putting enormous amounts of data within reach of those who needed it most, without having […]

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CMO’s are going through metamorphosis

Customer expectations have always been tough to match, but never has the challenge been as great as right now, in our always-on world. CMOs face the daunting task of striking the perfect balance between being relevant and safeguarding a customer’s privacy—a tough job when relevance involves leveraging customer data. A brand can only disappoint a […]

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