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Empowering Employees with Social Media Improves Customer Relationships and Grows Revenue

Empowering Employees with Social Media Improves Customer Relationships and Grows Revenue

Employee empowerment is about creating brand advocates to scale customer relationships and effectively compete in new digital markets. Organizations can no longer rely on inbound and outbound sales reps, people willing to jump through hoops and obstacles via call centers, or traditional marketing to boost awareness and demand. Customers demand engagement, in real time, and that takes human beings, training, and support. In January 2014, the San Francisco Chronicle, one of the country’s oldest remaining metropolitan newspapers, opened a technology…

4 Steps to Connecting with—and Engaging—Generation C

Connected, empowered consumers—also known as of Generation C—have come to expect businesses to know them, to understand them, and to deliver what they want, where, when and how they want it. I recently published an ebook with IBM, The Connected Consumer and the New Decision-Making Cycle, that explores the new decision making cycle of connected customers. You can download it for free here. Thanks IBM! The goal of the ebook, and also this post, is to introduce readers to the differences…

Build Experiences Not Just Products

Build Experiences Not Just Products

Music is the one thing that accompanies me on my journeys, experiences, as well as my adventures in writing. While earbuds deliver sound, they do not deliver the essence of the song, the waves of sound, nor the soul of the artist. At the same time, I have a hard time justifying the need to buy overly expensive headphones just to enjoy music the way it was written or meant to be heard. One day I was shopping for headphones…

Business Transformation: Why General Motors is Investing in Customer Experience

Business Transformation: Why General Motors is Investing in Customer Experience

As editorial director and conference producer of The Pivot Conference, I have the privilege to meet with the people who are bringing about real change inside organizations. During the 2013 conference, I had the chance to interview Dr. Rebecca Harris (@RebeccaHarrisDr), who leads the Social Media Center of Expertise at General Motors in Detroit. Her role is all about transformation and integration as she works across brands and around the world on social strategy, social tools, social processes, points-of-view on…

2014 – The Embolden Years: Change agents lead the way for digital transformation

2014 – The Embolden Years: Change agents lead the way for digital transformation

Happy New Year! 2014 is upon us and it’s once again time to share our (Altimeter Group) predictions for the year ahead. Except this time, predictions are moved aside in favor of important trends that are on the horizon. Let’s use this time together wisely in the hopes of prioritizing our investments in relevant strategies and the time and resources necessary to bring them to life this year and next. In 2013, Charlene Li and I published several reports, infographics,…

Audience as the New Currency: YouTube and Its Impact on Hollywood and Social Media

Guest post by Brendan Gahan (@BrendanGahan), a YouTube marketing expert. Gahan was Forbes 30 under 30 for Marketing & Advertising and has helped Fortune 500 brands with their YouTube and social media marketing. Let’s face it: YouTube has become big business. One billion unique monthly users? Yes. Six billion hours of video watched each month? Yes. Over 100 hours worth of video uploaded each minute. Yes. All, yes. The dominant player in the online video space continues to blanket the…

5 Steps to Improving the Customer Experience with Big Data

Guest post by Lisa Arthur, CMO of Teradata Applications and author of the new book Big Data Marketing (Wiley). Follow her on Twitter @LisaArthur. Technology advancements are making it easier for people to constantly, effortlessly and sometimes unknowingly generate massive amounts of data every second. Lurking in the sprawling data pipelines of global corporations are complex tangles of information that have the potential to become your company’s most profitable resource. The opportunity has never been greater for savvy marketers and…

The Future of Business is Creating Meaningful and Shareable Experiences

The Future of Business is Creating Meaningful and Shareable Experiences

Special guest post by Peter Guber, noted business leader and author of best-seller, Tell to Win While everyone’s talking about social media, professional motivation, or the need for change in business, people who are actually looking for answers to bring about change are left to draw upon the classic treatises of Peter Drucker, Dale Carnegie, Geoffrey Moore, Tom Peters, et al. Yet, what those pundits don’t provide is the “how to” shape your role and opportunity in this evolving landscape…

Time to Grow Up! Social businesses mature, yet many still lack a strategic foundation [infographic]

Time to Grow Up! Social businesses mature, yet many still lack a strategic foundation [infographic]

This year has been particularly busy yet productive for Charlene Li and me having published two reports that detail the six stages of social business evolution and the true state of social business in 2013, an ebook on how successful social businesses are evolving, and an image-rich slide deck complete with all the graphs and charts you need to benchmark where you are compared to other social businesses. Now Charlene and I are proud to introduce our latest infographic that…

Demand Horizon: A Revolutionary Approach to Creating Great Products

Demand Horizon: A Revolutionary Approach to Creating Great Products

Gerry Campbell is a serial entrepreneur, investor and adviser (bio). He’s also a good friend. Gerry has just published a new book, Demand Horizon: A Revolutionary Approach to Creating Great Products. The book introduces a new mental model for understanding and adapting to the demand-driven economy. It’s a framework for making sense of the new rules in product creation, offering both strategic understanding and practical actions for adapting to the new rules of business. Demand Horizon shines a light on…

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