value creation

Observations Why Social CRM Isn’t….

No, I won’t claim Social CRM is dead, to the contrary. It just isn’t growing up fast enough to really have a business impact. This is more likely due to the slow pace at which companies are responding to changing market environments than it is due to the advancement of technology.

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Value Co-Creation Canvas

I’m a big fan of Business Model Generation and the Business Model Canvas. I find it rather useful in many situations to explain the essence of CRM Strategy, Customer Experience and the importance of the other building blocks to the blocks in the upper-right part of the Business Model Canvas.

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Sorry, People Do Not Buy Products because They Look Good

One of the most important and significant things that I have learnt in the last few years working with businesses is that people don’t buy your products just because they look good. People buy your products because it benefits them; or it has something that is of value to them.

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4 Key Customer Touchpoints Where Social Media Adds Value

Guest Post by: Jo Stratmann

In order to use social media to influence purchasing habits you need to embed it at key customer touchpoints.

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The iPad of Air-Care

P&G's Febreze is about to announce that it has grown to annual sales of $1 billion of its Febreze brand in an "air-care" category that is down overall and in which its competitors' results are flat, at best. And it did it without have a single conversation with its customers via social media.


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Introducing Helge Tennø

It’s been a while, but there’s a new blogger on the Futurelab block. His name is  Helge Tennø, and he’s currently a planner at an Oslo design agency.

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A Wider Digital Perspective (Part 2: Digital Services)

How does digital communication affect business outside marketing?

In this three-part article I will try to explain the changes I’m seeing in the convergence of emerging digital communication, branding and business.

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Reports from the National Retail Federation Show 2011

Had a chance to sit down with Bob Phibbs and Marge Laney during the NRF Big Show to talk about what I saw happening at retail. During this session, one of the things I talk about is:


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It's Time to Move the Needle

If your business is being impacted by "social" in some way shape or form, then this should be significant goal for you as you take on the challenges change brings. We're past the theory now. Teaching still plays an important role. Strategy is not optional. Implementation is where the rubber hits the road. Everything you plan on doing this year should move the needle somehow. Moving the needle can take various forms:

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Value Shifting

What do Ford and Delta Airlines have in common?

More specifically, what does the following ad for Ford’s new Edge and an announcement by a Delta SVP about improvements at the airlines’ LaGuardia terminal have in common?

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