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The Importance of Brand in an Era of Digital Darwinism

Part of an unpublished appendix for The End of Business as Usual… Think of your favorite brand, and the first thing to come to mind is likely a logo, such as the Coca-Cola scripting, a tag-line, such as Nike’s “Just do it,” or a jingle – remember the Oscar Meyer Wiener song? These may be the aspects of a brand you remember, but they are no longer the most important aspects of branding today. Identity, persona, essence and promise, are…

Expert Review: Tony Hsieh on The End of Business as Usual

What follows is an expert review written by Tony Hsieh, NY Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. This book [The End of Business as Usual] covers an important concept for businesses everywhere. The future of business isn’t just about the latest technology, it’s about market disruption and how an organization recognizes and adapts to new opportunities. Without adaptation, businesses will fall to “digital Darwinism“, as Brian says. Consumer behavior is changing and, as Brian observes,…

Sorry, We’re Closed: The Rise of Digital Darwinism

I am not a social media expert and my new book, The End of Business as Usual, is not about Social Media. If you’re looking for the Top 10 ways your business can succeed on Facebook or Twitter, secrets to attracting more followers or likes, creating viral videos, or the best practices for creating infographics that over simplify the complex world of business, save your money. There is no shortage of useful books and resources out there. Don’t get me…

When ROI Represents the Realization of Influence

Vincenzo Cosenza is a new media strategist living in Italy who has over the years, designed some of the industry’s most comprehensive infographics on social media’s global footprint. Recently, he asked if I would write the foreword for his new book, Social Media ROI. And, as I’m a fan of his work, it was an easy decision. As usual however, I asked for permission to share it with you here and his publisher agreed. This is the only place where…

Meet the Mother of All Processes

Guest post by John M. Bernard, author of the new book, Business at the Speed of Now, and Chairman and Founder of Mass Ingenuity. Imagine going to work in one of Henry Ford’s factories a century ago, proud that management referred to you a “hand” or a “hammer” or maybe even a “wrench.” The labels reflected Ford’s emphasis on automation and management’s view of laborers as mere cogs in the machine. Screw this nut onto that bolt; weld this strap…

What’s Love Got to Do with It? The 3P’s of Identity

Guest post by Allison Cerra, author of Identity Shift With the 2012 Presidential election looming, there’s no shortage of polls to help narrow the field of candidates. I find a recent one from Fox News to be particularly fascinating. Among other questions, Republican primary voters were asked which Republican presidential candidate is most likeable and which they would most trust with a nuclear weapon. While Newt Gingrich scored at the top of the heap in earning the trust vote, he…

How to Make Customer Service Matter Again Part 2

Part 13 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing…

The End of Business as Usual and the Beginning of a New Era of Adaptive Businesses

Dave Peck is the author of Think Before you Engage, a new book that guides readers through 100 questions to ask before starting a social media marketing campaign. He asked me to write the foreword and as a friend and neighbor, I of course said yes. But, the only condition was that upon publishing, I could share the foreword with you here… The End of Business as Usual and the Beginning of a New Era of Adaptive Businesses Twitter, Facebook,…

Engage Against the Machine: The End of Business as Usual

One of the most often asked questions about The End of Business as Usual is how it’s different than Engage. I thought I take a moment to answer it here just in case you were wondering the same thing. Engage was and is special. In fact, I felt the mission and content of the book was so special, that I wrote it twice. I viewed both versions as my chance to not only document the transformation in marketing and service…

How to Make Customer Service Matter Again Part 1

Part 12 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. Over the years, customer service has been something of a paradox within the organization. The name itself inspires dedication to helping people. And while that is the intention of customer service professionals worldwide, customer service as a line item in business accounting has often placed it in the hands of outsourced organizations, under-qualified personnel, or in the hands of…

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