Tag Archives: Customer Experience

From CMO to CCO

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

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

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Content Marketing at Vantiv 2011-2014

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

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

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Think Omni-channel

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

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

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Create a Robust Content Marketing Program

Step Three of Ten Steps To Marketing Relevance Don’t Underestimate the Value of Content Marketing In my last post, Be a Thought Leader, we discussed why thought leadership sits at the pinnacle of content marketing.  Now let’s back up and look … Continue reading

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Experience Research, Thought Leadership, Uncategorized | Tagged , , , | 2 Comments

Ten Steps To Marketing Relevance

How to move your marketing organization from “arts and crafts” to “a seat at the table”. Structure For Success – Build a strong team with modern marketing capabilities; find good vendor partners Be a Thought Leader – Research, incorporate and … Continue reading

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Experience Research, Digital Marketing, Social Media CRM, Thought Leadership | Tagged , , , , | 1 Comment

A Case of Consumption

In early 20th century British novels the term “consumption” generally refers to TB, but encompasses a variety of diseases that relentlessly sap the heroines’ life energy. I would argue that in 21st century America the term now refers to the compulsion … Continue reading

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Payments Made Easy

With so many banks and merchants trying to get consumers to pay with some form of mobile app or wallet, awareness is increasing.  But so is confusion — there are so many options, and no clear winner.  This impressive infographic … Continue reading

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