CMO’s are at the Crossroads of Customer Transactions and Engagement

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• October 31, 2011
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Part 9 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel.

To be successful in business, you need to see what others don’t

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• October 29, 2011
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I can’t believe that The End of Business as Usual is now officially available. To celebrate, I’d like to share the words of those who helped support its launch. First up is Mark Cuban, someone whom I greatly respect and someone who has shown that vision, passion, hard work and taking risks are the keys to unlock success – however you define it.

The End of Business Isn’t The End of Strategy

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• October 28, 2011
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I asked Jason Falls for a guest post to mark the release of his new book, “No Bulls–t Social Media“

Few can argue with the umbrella point of Brian’s latest book. Technology and the reclaiming of the marketplace by consumers has brought about the End of Business As Usual. Companies are collaborating internally, with customers and even one another far more than ever before. Businesses are becoming social, not just using social media. We’re conducting business in a new world.

Are You Building a Social Brand or a Social Business?

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• October 26, 2011
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Part 8 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel.

Social media says so much and so very little at the same time. First, social media implies that media is just that, social. But when you study many of the best practices or test the advice dispensed through popular “top 10″ posts, you find that at the heart of notable social media successes is simply brilliant creativity and desirable incentives, not necessary authentic or genuine value or engagement.  With every Tweet or Like to win campaign, hilarious viral video, and user-generated promotional series, businesses make social media more of an oxymoron than a movement to transform two-way conversations into improved customer relationships.

I Like You, But Just Not in That Way

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• October 24, 2011
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Part 7 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel.

You like me, you really like me!

Not so fast.

Announcing The End of Business as Usual: The new book is available now!

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• October 18, 2011
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It’s with great pleasure, and a little bit of nervousness, that I announce the official availability of my new book, The End of Business as Usual.

Business, government, music, finance, publishing, everything is changing. We have a unique role in all of this as we are stakeholders in not only defining the need for change, but we are also responsible for leading transformation within our organizations. We are the architects, the mediators, and the sherpas to a new era of relevance and empowerment.

The State of Social Media 2011: Social is the new normal

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• October 17, 2011
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Part 6 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel.

The state of social media is no insignificant affair. Nor is it a conversation relegated to a niche contingent of experts and gurus. Social media is pervasive and it is transforming how people find and share information and how they connect and collaborate with one another. I say that as if I’m removed from the media and cultural (r)evolution that is digital socioeconomics. But in reality, I’m part of it just like everyone else. You and I both know however, that’ I’m not saying anything you don’t already know.

How Social Customer Service is Changing the Culture at Comcast

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• October 14, 2011
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Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but before his departure, he solidified the future of @ComcastCares by placing it in the hands of Bill Gerth and Kip Wetzel. Under the direction of Gerth and Wetzel, Comcast’s social customer service program continues to develop a culture of customer-centricity. At the same time, the team is leading internal efforts to transform products, processes, and services to not just respond to negative experiences, but also improve them to eliminate problems in the future.

I think we need some time apart, it’s not me, it’s you

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• October 12, 2011
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Part 5 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel.

What do people want? If you don’t know, why not ask them?

We are the 5th P: People

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• October 10, 2011
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Part 4 in a series introducing my new book, The End of Business as Usual…