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Cleaning Up File Shares: Bloody Footprints and Zombie Projects
File share projects don’t culminate in casual review of file extensions. The fun is just beginning. The next steps should include “easy deletes,” baseline statistical capture and thoughtful project...
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Big Data Projects: Taking Care of the Foundation
All programs need a foundation, and big data programs are no different. Preparing an organization for big data requires a lot of the same capabilities for small data, content management and other...
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How Documize and ThreadKM Approach Knowledge Management
It’s a good time to be in knowledge management. With the push to consumerization, new tools are released on a regular basis which simplify and help solve business problems, without negating the value...
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Bigger, Better, Faster, Stronger: The Future of Big Data
“[W]e can rebuild him. We have the technology. We have the capability to make the world’s first bionic man. Steve Austin will be that man. Better than he was before. Better. Stronger. Faster.” One of...
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Why Can’t Enterprises Get User Experience Right?
A leading analyst recently said to me, “If enterprises cared about the user experience, SAP and Oracle might not still be in business.” Not to pick on those vendors — they produce technologies that...
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Getting to the Center of Customer Experience
Think of the last time you had dinner at a four-star restaurant. Was the food well-presented, the wine pairings appropriate and the dessert tray enticing? Did you receive professional and attentive...
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Customer Satisfaction Is Not a Good Indicator of Customer Behavior
People are very bad at telling you what they do or why they do it. Read full story... Follow us on Twitter Join free newsletter View upcoming events Find a new job The post Customer Satisfaction Is...
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Creating Governance Solutions for Hybrid SharePoint Environments
What are the differences between SharePoint governance in online versus on-premises deployments? This question comes up regularly at conferences and events — administrators and business owners alike...
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Personalized Customer Service From an Unexpected Source
Everybody likes to beat up on the airlines for customer service. Bad food was replaced with no food and reclining your seat may get you arrested. And yet it is airlines that have made some of the...
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SaaS Support Best Practices: Passive, Proactive and Predictive
An essential part of creating a truly integrated and comprehensive SaaS customer support program is developing the capability to provide customers with the type of support experience they need, when...
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Top 7 Characteristics of Great Digital Workplace Leaders
In the 1980s, management theorists popularized a new term, “Management By Walking Around” (MBWA). This was a pithy way of describing one of the “arts of leadership” — strolling through the offices,...
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A Picture is Worth a Thousand Words
Imagine Facebook without selfies, Instagram without videos or Amazon without product images. You can’t, can you? In this digital-first world we live in, data overload is a menacing reality, and a...
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Democrats Tweet, Republicans Like and Other Fun Election Facts
To hear big data master Nate Silver tell it in his FiveThirtyEight column in the New York Times, today’s mid-term election is a done deal. Republicans are favored to win the Senate, he writes, putting...
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The Danger of Believing in a 360-Degree Customer View
When you’re at sea, you take navigation very seriously. The 360-degree arc of the compass is the tool by which you take a bearing and understand where you are going, especially when you’re out of sight...
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An Experience Design Primer – Service Design, UX, CX, DevOps
A small eruption emerged on Twitter in response to my article that covered the Adaptive Path acquisition. At the root of it was a conversation about the differences and overlaps between user experience...
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How Big Data Can Make You a Better Marketer
Big data is everywhere these days. Among other things, it’s created some big expectations for marketing — especially when it comes to mining information. And while it may have the potential to change...
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Getting Personal with Big Machines
When we think of personalization of service through analytics, the first thought that likely comes to mind is retail applications or consumer goods. But what about industrial equipment, especially...
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Has Office 365 Brought Back Microsoft’s Swagger?
A few years ago I came to scary realization that I am now old enough to look back — and “reflect.”I’m still not sure that with age comes wisdom, but I am sure that I can see repeating patterns. The new...
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3 Lessons from the Marketing Festival #mktfest
Organizers of last weekend’s Marketing Festival in the Czech Republic analyzed 500 conferences from around the world before choosing 18 promising speakers.Having soaked up their collective wisdom, I...
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IBM or Twitter: Who Needed the Deal More?
IBM posted disappointing quarterly revenues last month. Twitter hasn’t found a way to make good money. They needed a boost, and they hope it’s each other. But who needed who more? "That’s arguable....
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Technology Can Help Humans Sound Human
Is it too much to ask a customer service rep to sound human and, more importantly, to treat the person on the other end of the line as a fellow human? It may sound like a simple request, but too often...
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DAM Shopping? Use These Criteria to Find the Right Vendor
The number of DAM vendors on the market can be overwhelming and confusing. There are hundreds of DAM vendors, many of which provide very good solutions, which can make it hard to choose the right...
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How to Raise Daughters Who Are Leaders
How do we prepare our children — particularly our daughters — to thrive in the economy of tomorrow? We need to provide the best education within our means, which includes a lot more than the official...
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What the French Taught Me About Customer Service
Before moving to Paris, I heard horror stories about how rude the French were and readied my family for the difficulties we would experience. But during my four years there, I came to see the French as...
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Analyzing Social Media? You’re Doing it Wrong
The days when brands had complete control over their positioning are long gone. Consumers can now impact the shaping of a brand, particularly through social media. Brands follow what consumers are...
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When Your Organization’s Reputation is at Risk
An organization’s reputation is critical to their success (in almost every case). A smart CEO and her board pay attention to the organization’s reputation and take care to nurture, protect and grow...
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So You Want to Be an Online Community Manager?
Because I write a lot about online communities and online community management, I’ve had people ask me, “I’d like to make a career change into community management. Where do I start?” The first thing I...
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Discussion Point: Creating Long Distance Collaboration and Teams
You may not like everyone who works in your physical office. But at least you know people well enough to have reasons to dislike them. After all, you spend eight or more hours together every day. Not...
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That Anonymous Visitor Is Your Next Great Customer
Personalization is critical to your business — we can all agree on that. But when it comes to rolling up our proverbial sleeves and getting down to getting personal, the conversation veers into choppy...
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Why the Best Digital Workplace Teams Don’t Get High on Tech
“Not another new system.” “I don’t have time.” “There are so many tools already.” If any of these is a common refrain in your organization, it may be a symptom that the digital workplace team is high...
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Want to Connect With Customers? First Step: Don’t Be a Jerk
All businesses have certain characteristics that embody the spirit of the company, and allow a brand to better relate and communicate with its customers. However, there are a few traits in particular...
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Demystifying Web Personalization: 3 Myths Debunked
If you want your online business to keep up with the competition, you should be deploying website personalization. Amazon set the precedent some years ago, and now receives 30 percent of its revenue...
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How Accessible is Your Search Application?
It’s estimated that one in 10 people has some degree of dyslexia. People with dyslexia have a cognitive disorder which hinders their ability to recognize words. Yet when I brought up the topic of web...
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New Fashioned Customer Service: Restoring Intimacy
Remember the good old days when you could call your favorite store, took it for granted you could talk with the same person just about every time and didn’t have to explain things multiple times if...
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Trusting Your Gut: The Worst Marketing Move You Can Make
Here’s a tip: When it comes to marketing your business, leave your “gut” out of it. No matter how good your intuition, how prestigious of a business school you attended or how much marketing know-how...
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SEO is Killing Content Quality
Search engine optimization (SEO) tips include website design best practices for how to get Google to rank your content higher in search engine results placement or SERP. In fact, the preceding sentence...
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Marty Shindler: The Digital Revolution is Over
Tell Marty Shindler about digital anything and you’ll probably make him smile. As he told CMSWire, "I chuckle when I hear the word ‘digital’ to describe a process." Everything is digital now, he...
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Why Businesses Need a Social Response Protocol
Online feedback is instant. Every customer has the internet in their pocket, and they are quick to broadcast corporate missteps, especially when it comes to customer service. If your employees go rogue...
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3 Messages to Personalize, 3 to Automate
Customers not only expect outstanding support, they deserve it. In this digital age, client inquiries should receive a response within 24 hours. If you fail to do so, chances are your customer is...
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SharePoint in the Clouds: Choosing Between Office 365 or Azure
Every time I read about “the cloud” I want to drag out a red pencil and edit the sentence. Why? Because we should really be talking about “the clouds,” plural. There are dozens of cloud hosting options...
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7 Ways to Blend Content and Commerce to Boost Sales
Most marketers know the best way to increase sales is by sending the right message to the right customer at the right time. Yesterday, a CMSWire webinar explained how to do that by following seven...
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Discussion Point: Omnichannel Marketing in the 2014 Holiday Season
Marketing technology vendors love to preach the value of sending consumers personalized offers on the device they’re using at just the right moment. Though we’re only emerging from the developmental...
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The Future of Marketing is to be Useful
Some years ago I listened as a senior marketing executive from a technology company discussed a product their customers hated. Sales were miserable because the product was deeply flawed. “As marketers...
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Keeping the Customer in Customer Relationships
With the growth of the online marketplace, sellers are gaining dramatic new ways to get products before a wide, and changing, audience as well as a powerful suite of new tools to understand what is...
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Top Takeaways from DevOps Enterprise Summit #DOES14
Velocity 2014 was nice — I really enjoyed it. But DevOps Enterprise Summit? It was the bomb! It could have been the “new-ness.” It could have been the smaller crowd. It could have been the tighter...
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What’s Trending in Digital Analytics
During a walk up Camelback Mountain in Phoenix one recent morning with my colleague Joe Kamenar, Steve Harris, senior director web analytics, web digital group at Capital One and David Millrod, founder...
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7 Trends to Watch to Stay Ahead of the Digital Era Curve
This is the time of year when you start seeing a mad dash of articles looking back on the trends of 2014 and what to expect in 2015. While this is par for the course, something much more significant...
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7 Reasons Why Facebook at Work Will Fail
Would you move your business data and team conversations to a platform run by Mark Zuckerberg and the Facebook advertising machine? While the Facebook for Business brand is nothing new, focused on...
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Are You Offering a Personalized Journey or a Guided Path?
Have you tried to get a real, live person on the other end of the phone lately? After pressing 20 buttons on the phone’s keypad to navigate through a labyrinth of menu options, you will likely find...
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Making Existing Big Data Investments Work For You
CIOs and CMOs have stopped talking about big data and data analytics as something they’re exploring or planning on looking into in the near future. Analysts and experts rarely, if ever, call big data...
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