Customer Experience (CX) is just Customer Service (duh)

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). I get pretty excited about Customer Experience. I believe in it. The brands I am a customer of, they believe in it. I enjoy solving business problems through the lens of CX. I like teaching people about CX (though it is pretty straight forward). I like helping people understand how to define it, plan it, execute it, realize it and…. […]

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12 months in 288 seconds

A video.

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The unofficial digital marketing phonetic alphabet

Enough with this heavy, emotionally draining material Jason.  For the Love of God!!! Let’s lighten it up a bit. Between Agency Life and a focus on Customer Experience for a living, I spend a lot of time on the road.  I gamify it for myself.  I refer to cities by their airport codes. If you saw my calendar it would just be a series of TLA’s (three letter acronyms)  indicating my progression from one place to another. LAX >> IAH >> PIT >> UPMC >> PIT >> EWR >> LAX BOS >> BUF >> DNC >> BUF >> ORD >> LAX […]

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Leadership is earned trust, and it can be lost

I suppose I have been in leader in my organization for several years now.  It feels odd to write that down and read it. My first reaction to statements like that from others is usually rolling eyes and disengagement.  From time to time I struggle with the balance between confidence and humility in my professional life.  Confidence can come across as arrogance or closed mindedness, while humility can be interpreted as weakness.  The awareness of both and, for lack of a better analogy, the RPM’s of each, is a tight rope. In my current role as Senior Vice President in my […]

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Instant Gratification is Leading to Stupider Decisions

Now, now, now isn’t really working for me very well. Truth be told anyone in my immediate circle of friends and family will tell you I like planning stuff out – I get some enjoyment in it, it’s like foreplay for life.  Something I learned about myself early in life was that I can get anxious about ‘what’s happening next.’  When I was a kid, when I woke up early on Saturday mornings to go surfing with my dad, I would get antsy and nervous.  There was no Google or Surfline or Weather.com to give me access to the surf report. […]

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Globalization in a Content World (Webinar)

(This is being re-posted with permission, originally on Shaping the Game) On Thursday July 16, we will be presenting a webinar on Digital Globalization.  The subject is a complicated one that influences how businesses operate, market themselves and communicate to their consumers.  Not all brands have to worry about this. However, with the increased global penetration of internet users combined with fragmented language use by country, globalization and the adjacent strategic decisions it requires is becoming critical.   Interestingly, completing a globalization & localization strategy can act as a first giant step towards personalization for most companies.  Personalization is a hot […]

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Give me the gift of your attention.

I sit here writing these thoughts, sparked by a tweet from a Ted Talk.  My iPad is playing an episode of something.  My mobile and tablet both have hundreds of notification bubbles on apps across the board. My watch has only stopped buzzing because the east coast went to bed (or was it cause I put it on Do Not Disturb…)

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Naysayers need not apply

Being negative is easy. I suffer from being negative as much if not more than the next person (see what I did there?) In my own reviews, my manager can give me 100 things I did right, and I walk away focusing on the few things I can do better.  When my team shares with me their work, their thinking, it takes effort to both praise and constructively criticize. These are my own daily struggles, I suspect others struggle with similar items.

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Reasons Agency / Client Relationships Suffer

The relationship between an agency and their client is much like that of two people dating with the intent of being married. Corny perhaps. Not my most thought provoking analogy for sure, but nevertheless, true. There is not a sales or account person (agency side) who can’t find similar the emotions of dealing with a client to that of dealing with a significant other. As rationale and pragmatic as business should be, it never is. Ego, mood, pressures and personal life all account for how professionals deal with one another. And it couldn’t be more true when it comes to […]

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The first 72 hours with Apple Watch

I vacillated on buying an Apple Watch for months. On one hand, its the first wearable that Apple introduced, and since my religious beliefs (or at least device purchase history) reside with Apple and not Droid, it seemed natural. On the other hand, really? A wearable? for real? This device was real money. Not just a token investment for the sake of saying ‘I’m modern, I’m an early adopter, I’m current’ but a real financial choice. But in the end, not getting one felt as though I was a curmudgeon sitting on my porch telling kids to get off my […]

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