There are 4.7 billion people online. And 4.1 billion of them are on social platforms. The first step to building a true 1:1 marketing program is to discover what those billions of people are saying to you, about you, about your brand category, and about …

Wouldn’t it be amazing to be able to blend the reach of mass communication, with the human-centric benefits of 1:1 personal interaction? Well, good news — you can do this today. And it’s a marketing game changer. But how do you best create this mass one-…

It’s recipe week on the CXM Experience. Well, not really. But for some reason our exploration of customer experiences did take a strange turn through potato salad and mushrooms à la Boursin. But when we weren’t talking about food, we looked at how the he…

We start out with a few important corrections from recent episodes. Then a quick happy birthday greeting to Nicolaus Copernicus, the father of the scientific revolution and inspiration of the Copernican shift — the idea of mapping perception to reality. …

Understanding how your customers actually engage with you is too often undervalued. Generally, we build a process and assume it’s working. Meanwhile, our customers are having little (or big) issues that hurt the overall experience. Finding these broken f…

Today we talk about food. Specifically, the experience around food choices and food preparation. Cooks know that the art of preparation can be just as enjoyable as the meal itself. And there’s a lesson there for our own customer experiences. Plus, I thro…

Sometimes business is like making potato salad. No really, it is. In today’s episode we search for the secret to my grandmother’s famous potato salad, and in the process learn some valuable business lessons about specificity, or the lack thereof. It’s a …

If you’re in the healthcare industry you’re familiar with H-CAHPS. If you’re not in the healthcare industry, you should be familiar with H-CAHPS. It’s one of the first, large-scale customer experience measurement systems. And it’s something we can all le…

We start with a fascinating discussion with Mitchell Osak about the emerging cannabis industry and how they’re building a new brand category right before our very eyes. It’s a rare opportunity to witness the birth of a brand in an embryonic industry. The…

We wrap up Super Bowl ad week with a few more of my favorites, including an inspiring Toyota ad, and a celebrity-filled, informative Paramount+ series. And, as an end-of-the-week bonus, we check out the GM Norway ad along with Norway’s clever response. I…

Another batch of Super Bowl ads, this time focusing on some that really delivered the goods, including Frito-Lay, Chipotle, M&M’s, and WeatherTech. Plus, a quick look at the rather surprising lack of second-screen, online engagement, and what brands coul…

Tracking social buzz is easy with Sprinklr insights, so we do just that. Then we dig into the details, talking about a few ads that missed the mark (I’m looking at you, flat Matt), and a lemon-filled ad that went the distance. It’s part 2 of our Super Bo…