change

CRM, Customer Experience, and Digital Business Require Culture Change

What I notice is that in order for an organisation to be effective in the games of CRM (building profitable relationships with customers), Customer Experience (competing on the basis of a superior customer experience) and/or digital business (rethinking the business through the lens of what digital technologies enable) require culture change: a change in the way that people think, in their expectations, and in the way that they go about doing things.

Continue Reading

Native Advertising Isn't the Enemy—We Are

"We have met the enemy and he is us."

~Pogo

Continue Reading

How Ad Agencies Can Avoid a Death Spiral

Leo Burnett’s fledgling firm got off to an inauspicious start when it opened in 1935. With one client account, a staff of eight and a bowl of apples in reception, cynics said that he would soon be selling those apples on the street.

Continue Reading

10 Years Ago...

10 years ago this week, I started blogging for the first time. A lot has changed over those years (my daughter is now 13!), but somet hings haven't changed. Some, not all, of the things I discussed a great deal in those, is still relevant today. Like:

Continue Reading

Facebook’s Real Crisis

The author of a New York Times article titled Facebook’s Existential Crisis reports:

Continue Reading

Talent Is Overrated

I’m not a talented writer. In fact, in many ways I’m pretty lousy. I’m a miserable typist—capable of  little better than hunt and peck—only have a vague idea about where to put punctuation and no matter how much I proofread, I always end up with typos.

Continue Reading

Why Atoms Are the New Bits

Has digital technology really made us better off? While there are lots of impressive gadgets, the impact on our actual well-being has been surprisingly mild. In fact, by many measures, we’ve become worse off since personal computing took hold.

Continue Reading

If We Are Going to Compete for the Future, We Need To Do These 6 Things

Success used to be simple. You got a good education, found a job with a solid firm, worked hard and saved. Then you raised your kids to do the same. If you did the right things, you weren’t guaranteed riches, but a decent life was nearly a sure thing.

Continue Reading

What (Some, if Not Most) CMOs Don’t See

Two things to start:

  1. I have no qualms with CMOs and their responsibilities – it is a critical job in most organizations and hard to do as any other one.
  2. I was not going to caveat the title and say ALL CMOs, but am trying to avoid being singled out as ignorant (yeah, new thing for me – I know)
Continue Reading

Managing for Disruption

Tradition embraces stability. Time honored principles get that way because they have strong track records of success. The tried and true, extrapolated into the future, often looks like a sure thing, while deviating from historical norms can look downright foolish.

Continue Reading
Subscribe to RSS - change