On September 3rd Michael Jordan walked to the center of the field at the onset of the University of Michigan’s first football game of the 2016 season. The eye-pleasing, ceremonial activities of (arguably) the world’s best basketball player overshadowed any discussion around the details of the contract which led to his honorary captain’s position. The team donned the Jumpman logo on its uniform as part of the $170MM deal between University of Michigan and Nike. Continue reading “If you aren’t paying for something, you’re the product. Or your data is.”
I’m fortunate to be on vacation. I’m airborne to a tropical play land that represents my happy place. I went to my happy place over the summer too. And I did something for the first time for myself on that trip. I’m conscious having not done this until this point of my life could paint me in a ‘follower’ light – but I don’t think I am the only one. I suspect you too are in my camp. Here is what I did: Continue reading “Notifications got us like Pavlov’s dog”
Do you want me in a meeting? I’m there.
Do you need my POV on something? I’ll offer it. (sometimes, ok most of the time, unsolicited)
Do you want me to share something on email, social or make a phone call? Done. Continue reading “Let us all agree: Support is not collaboration”
I imagine my experience is not unique.
8AM – 60 minute call
9AM – 30 minute call Continue reading “I rarely pee alone at work.”
I am writing this while I am waiting for a meeting to start where the organizer isn’t present. Let’s see how far I get.
Communication is at the center of business. Emails, SMS, snaps, IM’s on any one of 10 different platforms, social media – they all tell other people things we are thinking. The plans we are making. Actions that are required. Continue reading “Ignoring time management screws others- but mostly your reputation”
A colleague shared with me an article by Mark Gowland on Venture Beat claiming that “Content Management Systems are Killing Creativity” – a claim that on its face could seem, if not reasonable, then certainly plausible. There has been, with the heavy influence of technology, a sentiment among creatives that anything that begins with structure, is limiting creativity.
I take exception to that claim. I have worked with creatives my entire career and yes, there are some who can’t incorporate the concepts of a data model or abstraction into their creative process – but this is hardly the byproduct of the CMS itself, it is a limitation of either the creative or their technology comrades. In fact many of the most creative creatives I have worked with don’t see CMS as a limitation at all, but another tool in their box of tricks. A tool that allows lay people to manage, adjust and revise the very thing that users came to the property for in the first place – the content.
The article asserts that three points:
1. Content management systems aren’t client-friendly
It is true that often a CMS selection is made ahead of design. It is true that marketing teams can struggle with adoption.
But here is where I disagree.
A CMS selection should be driven by requirements, business & creative. So blaming a CMS for not handling the experience well, is like blaming a Corvette for not being able to go off road. If you choose the wrong tool, the onus is on the person, not the software. Adoption of the tool being blamed on an un-intuitive structure is again placing blame inappropriately. The culture, skill set and intent of the system administrators should be considered in advance of a CMS selection. In concert with that is the burden a systems integrator bears to configure the CMS appropriately. True some CMS’ have more flexibility in its own administration than others. It doesn’t negate the fact that it needs to be considered.
2. Content management systems struggle to keep up with digital trends
False. the majority of features any enterprise CMS or Experience Platform espouse go largely unused by a huge portion of their administrators. I believe it is human nature to find reasons why things can not be done, rather than how they can. The ‘can do’ mindset is often found with entrepreneurs, start ups, and those passionate and excited about their work. If there is a trend that you feel your CMS cannot play into, my advice would be to challenge the people who are using the system, not the people who made it. Make them prove to you it cannot, and when they do, challenge their hypothesis and make them prove it again. Too much money is being lost on re-platforming rather than evolving the skills sets administrating the platform itself.
3. Custom-built solutions are back
Wrong again. While the largest corporations may have the budgets and resources to execute custom solutions, and perhaps the need, the huge majority of most markets depend on software to accelerate their projects. And let’s not forget that platforms are just that, accelerators. They are created to meet some percentage of what most of the market needs – similar to the 80/20 rule. If your business is so specialized that no platform makes the project simpler, then yes, custom is the way to go. But I have a hard time believing that scenario is so wide spread that custom built solutions are the high-demand answer.
If you aren’t aware of micro-moments, well, I’m not sure where you have been. The concept is simple – identifying the touch points and desires of your customers and matching them with a feature, function, content or device which reduces their frustration, friction or at least matches their expectation. Continue reading “A retrospective of the Google micro-moment Kool-Aid | Customer Experience”
And by black I mean the color of the souls of everyone who are glued to their device (myself included). In order to continue the evolution in our relationship with technology, organizations will need to deeply and holistically embrace empathy as the North Star for their business models, not just their marketing. Continue reading “Empathy is the new black”
I would have posted this on my other blog, SHAPING THE GAME, however it ended up becoming a bit colorful and not as prescriptive as STG editorial guidelines would like me to be. (So thanks ‘structure’ and ‘rules’ for ruining my good time). Continue reading “Customer Experience (CX) is just Customer Service (duh)”