McKinsey and Company recently published “An incumbent’s guide to digital disruption.” In the guide, they suggest that all incumbent businesses are susceptible to digital disruption and the four phases that executives should be aware of and plan for so as not to go the way of the dodo bird. Siting examples for the music, newspaper, and travel industries, McKinsey charts the path of creative disruption. Below is my interpretation for small to mid-sized B-to-B firms, Continue reading
For all of the decision-making benefits big data may provide, a message with a strong emotional connection is still the best solution.
As demonstrated in the recent presidential election, a simple statement that created an emotional connection with millions of voters undid big data analysis. You may be asking how did this happen and how was it misdiagnosed? Continue reading
Why the human factor is so important in the automated customer service process.
For all of the resources that companies are pouring into automating the customer’s journey, many are falling woefully behind in training their frontline personnel in the automated customer service process.
Automating back office customer service functions is nothing new. Companies are obsessed with efficiency, implementing automated customer service systems, and reducing head count as a way to increase efficiency and reduce cost. Continue reading
Social capital is the customer’s sentiment towards a brand
Apple, the hardware folks that have brought you everything mobile – music, phones, tablets, laptops – finds themselves in a precarious position. The FBI wants them to unlock the iPhone encryption software so they can poke around in the previous owner’s data. Continue reading
Data collected should provide value to all concerned parties
The Altimeter Group published “The Trust Imperative: A Framework for Ethical Data Use.” The report gathered information from several different sources to provide a well-rounded view of how consumers view data collection and how organizations are starting to rethink data collection practices. Continue reading
The longer the sales cycles, the more important the relationship becomes
Business-to-business marketing has always been about establishing a relationship with the prospect. One reason for this is most considered purchases involve multiple parties, resulting in extended sales cycle time. With the new technology of programmatic buying and selling of digital advertising inventory, ad technology companies would like for you to believe that a constant barrage of banner ads will substitute for a relationship built on trust. Continue reading
Having a process and the right skill set to capture marketing content is half the battle.
Speak with almost any CEO of a small to mid-sized brand, and they will tell you that inbound marketing is an important communication component in creating and maintaining brand preference. However, ask them what resources or processes are in place dedicated to inbound marketing content, and the answer will tell you that this is usually more wishful thinking than reality. Continue reading
Employee actions mirror your brand’s values and beliefs
This year, we have witnessed several prominent brands take a public media hit due to action of their employees. For all the time, treasure, and talent that’s invested in creating a trusted brand, it only takes one careless action to reveal a corporate culture that has lost its way. Continue reading
Creativity and experience matter more than ever.
Daily we are subjected to a constant barrage of marketing messages. From text messages for discounts from our favorite yogurt establishment, to emails from strangers, to online advertising featuring talking Geckos backed by Berkshire Hathaway’s unlimited media budget. It seems that there are neither limits nor boundaries that marketers will not exceed to try to get our attention. Continue reading
Brand recognition for thought leadership takes stepping into the spot light.
Point-of-view marketing involves communicating your brand story through thoughts, deeds, and actions on how the industry should be served. One avenue to achieve this is through social engagement marketing tactics. When your brand provides authoritative content, supported by experience or scientific facts, it is demonstrating thought leadership. Continue reading