I wasn’t initially quite sure what to make of all the hype around Clubhouse. Having been around social media for a while, I’ve seen new apps come with lots of anticipation (Snapchat, TikTok), and a few go (Google +, Vine, Periscope). So I decided to get on board and explore. This comprehensive post and embedded Youtube video summarizes my initial thoughts and experiences, with … [Read more...]
Reevaluating the Customer Journey in 2021
The customer journey impacts virtually every angle of your business, and it’s been disrupted in a major way by the pandemic. What, where, when, how and why we buy were all challenged in 2020. E-Commerce, delivery services, omni channel, remote work, and do-it-yourself exploded. Curb-side pick-up became a thing, touchless payment became the norm, and if it could be digitized and … [Read more...]
Customer Delight as Marketing
This week I’ve been preparing material for a couple upcoming workshops and client presentations this fall. I’ve been mixing it in with a healthy dose of cabin life admittedly, but it’s been fun to get ahead of a couple of projects that will be “coming in hot” once I return to Vancouver later this month. Two of them are about customer service as marketing, which I prefer to call … [Read more...]
Social Media Platforms of Opportunity in 2020
Although major social media channels dominate various segments (Facebook, Instagram, Twitter, Youtube, LinkedIn, Pinterest, Snapchat), the landscape is constantly shifting. New platforms emerge, some grow, some shrink, and others add features which change competitive dynamics. But even as "pay to play" becomes more dominant, there are still platforms of opportunity in 2020. In … [Read more...]
Being More Human in Our Marketing in 2020
Being more human in our marketing requires work and creativity. It also begs for time and patience to achieve results, and can be difficult to scale. If that sounds like a step backwards, or counter intuitive to all the tech related capabilities that marketing offers right now, you need to be patient and consider your customer's environment. In actual fact "being more human" … [Read more...]
