10 months, 5 days ago

Achieve Enterprise Social Intelligence (Despite Social Data Deficiencies)

January 1 is upon us which means new year resolutions, fresh plans, and endless possibilities. One area marketers should focus on in 2018: social intelligence. Why? Social data can influence the entire enterprise and put humanity back in customer data …

1 year, 1 month ago

The Data Digest: Instagram And Snapchat Have Room For More Ads, According To Forrester Data’s US Youth Survey

While Facebook again signaled on its latest earnings call that the ad load in its core News Feed is approaching an upper limit, other social networks have more room to increase their ad load. According to a Forrester Data Consumer Technographics® survey fielded in January 2017 to 4,502 US youth between the ages of 12 […]

1 year, 2 months ago

The Data Digest: Empowered Customers Paint Their Own Future

Microsoft Paint would have died a slow, quiet death if it hadn’t been for this week’s swell of voices on social media advocating for its revival. On Wednesday, Microsoft issued a press release announcing that it wouldn’t discontinue the Paint app in the wake of users’ “outpouring of support and nostalgia” for the product. Microsoft’s […]

1 year, 3 months ago

The Data Digest: Social Media And The Summer Getaway

The many automated “out of office” messages that return when I send emails each day are a sure sign that summer vacations are in full swing. Whether people are enjoying life unplugged or preparing for a seasonal destination, one topic seems to dominate thoughts and conversations: the leisure getaway. The conversation that occurs between friends […]

1 year, 4 months ago

Architecture Corner: Fame on Social Media – Seven Deadly Sins of IT

Episode 3 of this season of Architecture Corner is out (I made a guest appearance in episode 1, “Good at Innovation”). In this installment, Chris the CEO is having trouble with a new sin. What happens when the CEO envies the social media presence of his competitors and decides to buy some followers?

1 year, 5 months ago

Innovation in Inner Space

  Long-time readers know that I have a rather varied set of interests and that I’ve got a “thing” for history, particularly military history. Knowing that, it shouldn’t come as a surprise that I was recently reading an article titled “Cyber is the fourth dimension of war” (ground, sea and air being the first three […]

1 year, 10 months ago

What Customer-Centric Looks Like

My last post, “Defense Against the Dark Art of Disruption”, went into some detail about notable failures in customer-experience for 2016. This week, however, I ran across a counter-example (h/t to Tim Worstall) showing that a little social media awareness and a customer-centric culture can make magic: A baby products company is launching a special […]

2 years, 8 months ago

Twitter, Timelines, and the Open/Closed Principle

Consider this Tweet for a moment. I’ll be coming back to it at the end. In my last post, I brought up Twitter’s rumored changes to the timeline feature as a poor example of customer awareness in connection with an attempt to innovate. The initial rumor set off a storm of protest that brought out […]