A Heroic Story – and a Powerful Social Business Metaphor
In the early morning of September 11, 2001, I was driving through downtown Los Angeles, shocked at what I was hearing on the radio, and awestruck… [read more]
Toothpaste, toilet paper, white matter, and jam: Clues for better decision making
Several years ago, my wife and I ran out of toothpaste in a remote part of small Southeast Asian country. We spent half the day trying to find… [read more]
Exploring new frontiers of real time customer feedback
This post is on behalf of the CIO Collaboration Network and Avaya Growing up, I spent much of my time playing competitive team sports. I played… [read more]
Optimizing the Full Spectrum of Customer Interactions
This post is on behalf of the CIO Collaboration Network and Avaya Last weekend I had the pleasure of introducing a movie for the first… [read more]
Movements, Mashups, and Metamorphosis: The Rewiring of Institutions
Corporation. Non-Profit. Community. Business. Cause. Platform. Government. The clearly defined borders that have traditionally… [read more]
The Digitization of Human Interactions: From Long Tail to Mass Disruption
Photo Credit: ceibs.edu "Because the purpose of business is to create and keep a customer, the business enterprise has two, and only two,… [read more]
Trust: It matters (more than you think)
"Organizations are no longer built on force, but on trust" - Peter Drucker "Technique and technology are important, but adding trust is the… [read more]
Six Things Customers Want
Often, when asked a question by media, existing customers, or prospective customers, I find myself answering with some version of "It depends."… [read more]
Customer Relationship Innovation for the Emergent Social Business
Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. "How many of you are NOT on facebook?"… [read more]
Featured Posts
The Digitization of Human Interactions: From Long Tail to Mass Disruption
Photo Credit: ceibs.edu “Because the purpose of business is to create and keep a customer, the business enterprise has two, and only two, basic functions: Marketing and Innovation.” – Peter Drucker Last week I had the pleasure of spending some time at Online Marketing Summit at the Hilton San Diego Bayfront Hotel. Aaron Kahlow founded [...]Movements, Mashups, and Metamorphosis: The Rewiring of Institutions
Corporation. Non-Profit. Community. Business. Cause. Platform. Government. The clearly defined borders that have traditionally enveloped the institutions above are blurring and we’re trying to make sense of it all. The music industry is still trying to figure out what happened. Broadcast media, newspapers, and publishing are in the midst of a dramatic reshuffling. Governments are [...]Customer Relationship Innovation for the Emergent Social Business
Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. “How many of you are NOT on facebook?” No hands were raised. “How many of you have a twitter account?” Most of the room raised their hands. “LinkedIn?” Most of the room again raised their hands. I [...]Toothpaste, toilet paper, white matter, and jam: Clues for better decision making
Several years ago, my wife and I ran out of toothpaste in a remote part of small Southeast Asian country. We spent half the day trying to find a place that carried a halfway recognizable form of packaged toothpaste. It was more of an adventure than you might imagine. We ultimately found one unopened Colgate [...]
Circles: The Real Driver behind Social Business
We were all born into a circle. At one time in human history, our circle never extended beyond our family. The circles then extended to our tribe, and then our village. Circles then extended outward. They were drawn around common languages, common religious beliefs, and then nation states. Advances in technology have helped enable the [...]Optimizing the Full Spectrum of Customer Interactions
This post is on behalf of the CIO Collaboration Network and Avaya Last weekend I had the pleasure of introducing a movie for the first time to my 5 year old son – a movie that incidentally, I first saw when I was 5 years old. In it, an iconic message was communicated via a [...]Trust: It matters (more than you think)
“Organizations are no longer built on force, but on trust” – Peter Drucker “Technique and technology are important, but adding trust is the issue of the decade” – Tom Peters “Mistrust doubles the cost of doing business” – Professor John Whitney, Columbia Business School “As you go to work, your top responsibility should be to [...]A Heroic Story – and a Powerful Social Business Metaphor
In the early morning of September 11, 2001, I was driving through downtown Los Angeles, shocked at what I was hearing on the radio, and awestruck by the police and military helicopters circling and protectively watching over the City of Angels skyline. Like many of you, as that day progressed, I watched the news intermittently, [...]
In search of: A meaningful measure of Influence
Influence. It’s a captivating word. It’s an alluring word. We all want it, and we want to know others who have it. In high school, if you could get the “cool kids” to the party, the rest would follow. If the most famous and glamorous people in the world use it, like it, and talk [...]
