The power of customer insight for Telecommunications

A few months ago I was privileged enough to join a panel of industry recognised experts from the world of telecoms and energy / utilities sectors. A live panel debate set out to answer some ‘big questions’ – the future of the industry, what is it that consumers actually want, and (most importantly) how can … More The power of customer insight for Telecommunications

Evolving social to be more than just a broadcast platform

Why do we continue to see reports that ‘suggest’ that marketers need to realise that social is about more than just broadcast? Sad fact is that we still see too many ‘digital’ marketing teams operating in analogue ‘post and pray’ format. In an effort to try and offer some practical advice I am posting my thoughts on … More Evolving social to be more than just a broadcast platform

Does your CEO need to be ON social to UNDERSTAND social?

For some time I have heard ‘social media experts’ decree that every CEO needs to be on Twitter if they are to truely understand social. This has driven a series of interesting examples of CEOs joining twitter and ‘saying the wrong thing’, joining Twitter and being ‘all corporate’ or (worse still) defying the laws of … More Does your CEO need to be ON social to UNDERSTAND social?

The value of social can’t be a leap of faith

I attended a social conference recently, and asked a question of the panel regarding the commercial value of social, the ROI, for want of a better expression. I was surprised that the panellists (all of whom i admire) struggled with a succinct answer, and ended up talking at length about customer experience and centricity, advocacy … More The value of social can’t be a leap of faith