What does it take to be competitive today? I see dozens of articles and books each week that claim to have the answer. Is it becoming a social business, selling your product online, or offering the lowest price? The Global Leaders of Customer Experience Management Survey reported that 85% of senior business leaders agreed thatRead more
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During a recent exchange on the growing impact of social customer service, Alan Berkson asked me “who creates the brand narrative”? Interesting question (as is often the case with Mr. Berkson). When I search back through Sensei Inc.’s research and client experiences, there’s really only one conclusion that can be drawn in answering this question.Read more
This past week I was introduced to another case of personal branding colliding with corporate egotism; an increasingly common fender-bender in our over-connected world where the line between personal and corporate personas are becoming thinner and thinner. Last week Dave Reynolds, an extremely popular DJ at 99.7 The River in Campbell River, British Columbia (aRead more
In my last post: Changing the Rules of Engagement, I challenged readers with the notion that business can no longer grow and thrive by simply being the best at their game as they once could. Today, winning requires the ability (and courage) to change the rules of the game completely. Innovation must be so radicalRead more
Call it the Trust Economy, the Social Economy, Social Business or other, much has been speculated, theorized and debated when considering what it takes for a business to grow and thrive in whatever this “new economy” is. The reality is that we don’t really know what this new economy is. Social Business is the trending paradigm-du-jourRead more
How big is too big for a social network before it loses its value to the community? Clearly investors and maybe even advertisers will argue that it can never be too big. Certainly the valuation of social media behemoth: Facebook supports this argument. But wasn’t that what was said of MySpace before Facebook? At someRead more
I responded to the recent news of the resignation of RIM’s Jim Balsillie and Mike Lazaridis with mixed emotions. As a Blackberry user and fan, it signals a possible change in direction to what I saw as an arrogant disregard for my patronage and loyalty. On the other hand, after reading some of the commentsRead more
It seems predictive posts are all the rage right now so in my own mad style, Ive taken a look at the tea leaves in order to share some Sensei-riffic (trademarking in the works) predictions for marketing, social, and the relationship between customers and brands. So rather than give you the usual obvious predictions, IRead more
I have been in some interesting debates recently on Twitter in chats such as #mmchat and #techchat on whether or not Social Media is just another channel. While I disagree with almost every word these particular people type, I wanted to make sure this topic was approached objectively well, somewhat objectively. Why not just shareRead more
When I was a kid, I loved watching the Wizard of Oz, and not just because it had little people and flying monkeys; both very cool in my books. It was also the mystery of The Great and Powerful Oz. Quite frankly he scared me. He knew far more than me, Dorothy or her 3Read more