Tag Archives: Customer Experience

The Story I’m Sticking To

Posted on April 7, 2017 by

Published on LinkedIn September 16, 2016 For years I’ve been drawing this “demand-gen engine” diagram on white boards across America’s FinTech companies. It always makes perfect sense to the viewers — they say, “Exactly, we should be doing that!” But I’ve … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Experience, Digital Marketing, Marketing Automation | Tagged , , , , | Leave a comment

M-Commerce: Fact or Friction?

Posted on April 6, 2017 by

Published on LinkedIn on April 6, 2017 A recent article in Forbes, intended to help small-to-mid-sized merchants (SMBs) understand the potential of mobile payments (a.k.a. m-commerce), caught my attention with its preamble. The author wrote, “Many managers see the emergence … Continue reading →

Posted in B2B Marketing, Customer Experience, Financial Services, Payments | Tagged , , , | Leave a comment

Learn to Speak Payments – For a Minute

Posted on April 6, 2017 by

Published on LinkedIn September 15, 2016 This McKinsey Mobile Payments Comparison is a great cheat sheet for people who speak payments – and those who want to. It’s a simple look at a complicated ecosystem that changes daily! The highlighted areas … Continue reading →

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Let’s Recap, Then Move Marketing Forward

Posted on March 25, 2015 by

Over the last four years, we’ve covered a lot of topics in this blog, which is a reflection of the many changes going on in marketing and customer experience. Here are ten of the most popular posts: More Thoughts on Thought … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Loyalty, Digital Marketing, Thought Leadership | Tagged , , , , , | Leave a comment

From CMO to CCO

Posted on January 19, 2015 by

Recently Daniel Newman, contributing writer for Forbes, agreed with me.  That was probably not his intention, but his 1/13/15 op-ed, “CCO: Tying Together Technology, Marketing and Advocacy,” makes many of the same points I made in my “Transformational Marketing” blog last … Continue reading →

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Transformational Marketing

Posted on January 9, 2015 by

As it often does, the New Year holiday and all the corresponding online retrospectives caused me to look back. I realized that my marketing career has coincided with several major waves of innovation.  Marketers started the century discussing one-to-one marketing … Continue reading →

Posted in Content Marketing, Customer Behavior, Customer Experience, Customer Loyalty, Customer Service, Digital Marketing | Tagged , , , , | Leave a comment

Content Marketing at Vantiv 2011-2014

Posted on November 11, 2014 by

After developing robust Content Marketing at ADP and Convergys, I developed my most successful thought leadership program for Vantiv.  Like the others, it centered around primary research on customer experience within the industry – in this case payments.  A thought leadership program builds the brand, positions … Continue reading →

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Content Marketing at Convergys 2007-2010

Posted on November 11, 2014 by

Content Marketing has been an area of significant focus in my roles since 2005. At ADP, Convergys, and Vantiv I developed successful thought leadership campaigns centered around primary research on customer experience within each industry.  A thought leadership program positions … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Behavior, Customer Experience, Customer Experience Research, Digital Marketing, Thought Leadership, Uncategorized | Tagged , , , , , , | Leave a comment

Think Omni-channel

Posted on October 24, 2013 by

Step Four of Ten Steps To Marketing Relevance Be There With Relevant Content When & Where Your Clients Are Looking For It Even if you create relevant content, customers aren’t going to just appear.  You have to put that content where … Continue reading →

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The ‘Omniconsumer’ of the Future

Posted on October 3, 2013 by

I recommend taking a moment to read “Vantiv Profiles the ‘Omniconsumer’ of the Future” at RetailCustomerExperience.com … because it contains a lot of interesting facts about the 18-34 consumer and what they expect from mobile payments.  And because it’s part of … Continue reading →

Posted in Customer Behavior, Customer Experience, Financial Services, Thought Leadership | Tagged , , , | Leave a comment