admin
This user hasn't shared any biographical information
Posts by admin
Civil Beat: The Rebirth of Journalism?
April 22, 2010 - 12:34 pm
Posted in Customer Experience | No comments
As a former print journalist, I have often lamented the demise of an entire industry that was once the “Fourth Pillar” of America’s experiment with democracy. I keep a constant vigil by checking out Newspaper Death Watch, which chronicles the buried bones of the nation’s metro dailies. Last month, Google CEO Eric Schmidt spoke to members [...]
Evolving Toward Brand Experience Optimization
April 19, 2010 - 4:13 pm
Posted in Customer Experience | 1 comment
The confluence of Brand Experience and User Experience has been happening for some time. Brand marketing has evolved over the last century to become its own science, complete with a myriad of theories on brand positioning, messaging, control and valuation. The champions of brand proliferated, with many companies recruiting armies of brand managers inspired by [...]
What Companies Can Learn from Holden Caulfield
February 24, 2010 - 2:34 pm
Posted in Brand Strategy, Customer Experience | No comments
The passing of J.D. Salinger a few weeks back took me back to my high school days when we were forced to read his classic novel, The Catcher in the Rye, featuring Holden Caulfield, the teenage protagonist who explores the phoniness and inauthenticity of New York City and the elite prep school circle from which he has been [...]
Reality Check: How Augmented Reality Will Impact the Customer Experience
January 13, 2010 - 9:40 am
Posted in Customer Experience, Digital Culture, Health Experience Reform | 1 comment
So, the Consumer Electronics Show has come and gone, but what’s the main highlight? For me, it’s the notion of Augmented Reality, or AR. While AR products will not be flying off Best Buy shelves anytime soon, I believe the term will find its way into the lexicon of homes in the next few years [...]
Google vs. China: Clash of Titans
January 12, 2010 - 9:42 pm
Posted in Digital Culture | No comments
It was heartening to discover today that Google is finally standing up to China’s censorship policies. By threatening to pull out of China and announcing it will stop censoring its search results in the country, Google is doing an about face – in the right direction. (Email leak has Google threatening to leave China). The [...]
Health 2.0: Creating a Following on Twitter in the New Year
January 11, 2010 - 4:18 pm
Posted in Customer Experience | No comments
Twitter has become the darling of social media, for good reason. It’s easy, concise (only 140 characters please) and is built on a simple model – leaders and followers. Following is my 2010 Tweet Wish List that I would like my healthcare providers to offer in the coming year:
More Alerts Please: Let me sign up [...]
Social Media Strategy: It’s Still About the Story
January 11, 2010 - 4:06 pm
Posted in Digital Culture, Social Media | No comments
“Well now home entertainment was my baby’s wish
So I hopped into town for a satellite dish
I tied it to the top of my Japanese car
I came home and I pointed it out into the stars
A message came back from the great beyond
There’s fifty-seven channels and nothin’ on”
So go the lyrics to the 1992 Bruce Springsteen [...]
Health Experience Reform: Enlightening Customers
December 23, 2009 - 6:04 pm
Posted in Customer Experience | No comments
While the debate continues over Healthcare Reform, Health Experience Reform is taking place every day. Leaders in the healthcare industry, like Mercy Health System based in St. Louis, Mo, are not waiting for legislation to prompt them into action. Mercy has implemented one of the most aggressive Electronic Health Record initiatives in the country, linking [...]
A Tale of Two Wars – May the Best Consumer Experience Win
December 22, 2009 - 11:49 am
Posted in Brand Strategy, Customer Experience | No comments
Two major wars are underway, and I’m not talking about Afghanistan or Iraq. Rather, these two wars are for hearts, eyeballs and wallets of the American consumer. Battle One is taking place in strip malls throughout the land, with Wal-Mart facing off against Target. Battle Two is taking place online, with Microsoft and Rupert Murdoch [...]
Call to All Cable Customers: Rise Up and Stop Waiting!
November 30, 2009 - 2:14 pm
Posted in Customer Experience | No comments
OK, we’ve all had that horrendous experience with the “cable guy”. You make an appointment to get your cable, dish or DSL installed or fixed and then you wait…and wait…and wait. It seems like somebody should have invented some technology to make sure home service delivery or installation is more appreciative of our time. [...]