I haven’t kept up the pace of posts here compared to previous years. Part of this is because it’s been an exciting, busy year. But the...

At last week’s Forrester Consumer Forum, Richard Edelman suggested today’s PR has to be ‘masters of reality’ rather than focus on spin...

I was at the Forrrester Consumer Forum last week. The topic of the conference was social technologies. At a place like that you meet...

The influencer model suggests you should focus on the few (say 15%) who are disporportionately influential. Malcom Gladwell called these...

At this year’s Word of Mouth Marketing Association Summit (WOMMA) on November 14/15 in Las Vegas, one of the topics will be “who owns...

The title of John’s presentation was "Business Wisdom Brewed from the Grounds of Starbucks". John was a senior marketing guy at Starbucks...

It’s been a month in a half since my last post. Yikes. I’m hoping you (haven’t) noticed. 🙂 I’m back. I also spent one day in the UK with...

Last week my family and I spent a three day mini-vacation at a “Dude” ranch. Don’t think City Slickers. My kids are 6 and 9, so this was...

McDonald’s spends $820M+/yr in marketing on $21.5B revenue…4% of revenue. Chipotle spends $4.5M on $882M revenue…less than 1% of revenue....

I’m speaking at WOMMA’s Word of Mouth Basic Training, April 17, 18 in New Orleans. My topic will be aquiring, amplifying and measuring...

I’ll share principles and learnings from my experiences in four startups and 7 years at Dell leading change initiatives and...

Measurement and accountability crystallizes movement towards a goal, individual performance, and helps identify employees worthy of...

My esteemed colleagues at Bazaarvoice found a fun little site that allows you to make up your own Google search interpretation. It’s...

iPods are great because they do so many little things right — software, packaging, itunes, advertising. It’s a whole experience. The goal...

Mr. Leonsis shared tremendous insight and perspective on how marketing has changed, and he presented it with disarming humility and...

1to1 Magazine published Zappos’ 10 rules for creating a customer-centric culture, via Jane Judd, senior manager of customer loyalty who...

As for ReviewMe and the service, I’m impressed with the way it works, and how easy it is to sign up and understand the logistics. The...

A couple weeks ago I spoke on a Word of Mouth panel at Forrester’s annual Consumer Forum in Chicago. Attendees were senior marketers,...

Today the Washington Post posted an article on MySpace being so “Last Year”. As said by journalist Yuki Noguchi, Such is the social life...

Think about a bad customer experience you’ve had. It could be a customer service issue, or defective product, or rude interaction with an...