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Gone are the days of the stand-alone customer loyalty card (or just plain loyalty for that matter)  – we’re now seeing a range of new data, social media feeds and smart phones that are changing the way organisations engage with their clients. We’re in a generational and philosophical struggle between older, closed systems and theRead more

Social Media has emphasised the importance of the customer’s voice to businesses of all sizes. The study of the sales & marketing impact of customer comments and ratings has advanced to a more involved debate concerning the presence of the customer within the business’ entire operation. Much has been written on this topic recently byRead more

As many of you know, tomorrow (May 2nd, 2012) marks the one year anniversary of #bizforum, Twitter’s first weekly debate. When I created the concept, I had no clue where it would go and certainly wasn’t thinking about a 12 month milestone. Profile of our anniversary debate topic: The Seven Rs of Modern Day Communication. #BizForumRead more

Each year sees a new trend in the evolution of business communications. Over the past years people have called out Unified Communications, Cloud Computing and more recently Mobility and SIP-Enabled Infrastructure. Most predictions focus on the evolution of the technology rather than the cultural changes that impact how we communicate within our organizations and beyond.Read more

The next big thing or simply the next big catch phrase? Big Data is a term used to describe the increasing amount of business and consumer data being collected and stored by organizations that cannot be effectively data mined due to the limitations of commonly used software tools that capture, manage, or process the data.Read more

The latest posts here on Sensei Blogs have been inspired by our insights into businesses that have been living through the age of disruption, which references the interruption of a business’ outbound communications (branding, public relations, marketing and brand messaging) by consumer messages. In this series: The Courage of Passion Brands and Leaders Stop MeasuringRead more

This post is inspired by the book: Practically Radical by former Harvard Business Review Editor and Fast Company co-founder William C. Taylor. The premise of his book is that for businesses, being good at everything isn’t good enough. Simply being good at anything isn’t enough for that matter. You have to be radically unique andRead more

“Survival of the Fittest”, first championed by philosopher Hebert Spencer is an extension of Charles Darwin’s theory on “natural selection”, which describes the preservation of favoured races in the struggle for life. Spenser’s sociological adaptation of Darwin’s biological theory has been sometimes referenced as “Social Darwinism” (note: the term “social” was not used to referenceRead more

Last evening’s #bizforum Twitter debate focused on the impact of social media-powered customer service on the business. We saw an excellent exchange on both sides of the various resolutions that were being debated but one had the community divided more than others:  how does a brand close the Twitter-loop on a customer service issue? TheRead more

In my last post: Customer Service, Twitter and Why They Fail, I stated that the use ofTwitter for customer service communications may not be delivering businesses what it can or should. I argued that current customer engagement practices are filling up social media streams with public apologies and mea cuplas, which certainly demonstrate empathy, caringRead more