Two Irrefutable and Significant Trends That Are Re-Defining Digital Commerce #eTailWest
Brand marketers sit right at the intersection of two of the most irrefutable and significant trends that are re-defining and disrupting digital commerce and customer engagement in profound ways. Irrefutable and significant trend #1 The expectations of today’s consumers about how a brand engages with them are wildly different compared to what they expected as […]
The need for customer engagement is clear. They buy more: “Fully engaged customers represent an average 23% premium in terms of share of wallet, profitability, revenue and relationship growth.” (Gallup) They expect it: “70-90% of the buyers journey is complete prior to engaging a vendor.” (Forrester Research) And they need it: “45% of buyers require person-to-person contact […]
Natively-digital businesses are here and they are disrupting the most fundamental industries that we have come to know over the last 200 years. Consider some of these examples from a previous post: Travelocity changed how we purchase a hotel room. AirBnB is changing the very definition of a hotel room altogether. Taxi Medallions have been […]
Why Facebook entering the world of work is an advertising goldmine. #facebookatwork
So, Ingrid Lunden at TechCrunch announced that Facebook has finally entered the world of work. As far as the consumer market goes, think about it: Facebook is worth 212 billion dollars by having a strong hold on our actions, interests, and preferences from 5pm to 9am and some fraction of your work day. If only it could […]
The distinction between Geoffrey Moore’s Systems of Record and Systems of Engagement concepts is a hot topic amongst organizational leaders today. A quick primer, courtesy Wikipedia: Whilst a system of record (SOR) is the authoritative data source for a given data element (e.g. CRM, ERP and Supply Chain Management), systems of engagement (SOE) “focus on people, not processes”. Texting, Twitter, […]
Every time we let a new category of software run up the hype curve, we declare the need for another C-level Executive. Here are a few: · 1990’s: Knowledge Management – Chief Knowledge Officer · 2000’s: Innovation – Chief Innovation Officer · 2010’s: Social Business – Chief Social Business Officer The assertion was super compelling for each of […]
Nora Aufreiter, Julien Boudet and Vivian Weng at McKinsey and Co. have published some excellent research on the current state of consumer email that came my way via my old pal and newly minted colleague, Maggie Fox. Just as Altimeter Research founder Charlene Li’s work on internal social technology usage showed less than what you might […]