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Tag Archive: #bizforum

Blurred Lines: Who Owns Social Media in the Enterprise?

With more businesses embracing social media technologies and social networking, it’s inevitable that the question of ownership – and accountability – has become a more frequent topic at the boardroom table.  Sales and marketing may have led most businesses into this digital space, but today, public relations, customer service, human resources, and even operations are embracing digital…

#Bizforum Live Debates at New Media Expo in Las Vegas

Almost three years ago, about the time I joined the management team at Sensei Inc., I founded a weekly  online debate called #bizforum, which debated trending business topics on Twitter. Inspired by other popular Twitter chats, I used this forum to challenge both myself and our audience to dig deeper, to discuss business paradigms beyond the pithy…

Is Social Media Killing the Web?

Ryan Holmes, the CEO of HootSuite asked the question: “Is social media killing the Web?”   recently and presented a valid argument to support a positive answer. However, the answer is debatable. Has social media killed the Internet or has  social media just forced the Internet to evolve (and us along with it)? “The Internet is a…

Will The Internet and Mobile Technologies Kill Traditional Television?

  According to the latest information shared by ComScore, consumer consumption of media content is fragmenting across digital platforms at an accelerating rate. For example, originally-scripted TV content can now be viewed on the Internet using a PC or Mac — and increasingly via mobile and portable devices; TV ads are being delivered online; and sports programming…

The Halo Effect; Storytelling Is Not Business Strategy

  In his book, The Halo Effect, author Phil Rosenzweig asserts that business strategists derive universal truths by synergizing a collection of facts, data, and scenarios, regardless of how related or unrelated they may be. In particular he targets those who establish business trends through their work in business books, magazines, and newspapers, arguing that their storytelling…

Is the Internet Destroying the Middle Class?

The editors at Big Think posted an article titled “Is the Internet Destroying the Middle Class?” that introduced an upcoming presentation by author Jaron Lanier at Techweek Chicago on June 29, 2013. Mr. Lanier’s premise is that technology companies are taking over the North American economy, yet employ fewer people than the technology companies of old. And…

Twitter’s #bizforum debate turns 100

On Wednesday, May 22nd, 2013 Twitter’s #bizforum debate turns 100 – 100 weeks old that is. I founded the  #bizforum Twitter  debate 100 weeks ago in response to both the growing popularity of Twitter chats but also my personal frustration at the levity or thinness of many of them.  Many Twitter chats encouraged featured guests or the…

Refocusing Loyalty Programs on the Customer

Customer loyalty programs first launched with great marketing hype surrounding their intention to thank and reward the business’ most loyal customers.  Truth be told, they were conceived as part of a customer acquisition strategy and designed to be a differentiator that pulled customers away from competitors or to encourage repeat purchases.   These programs have expanded to almost…

The Business of Socially-Powered Boycotts

Unless you’ve been living under a rock, you’ve experienced, seen or at least heard of the many boycotts being waged against corporate brands. Currently, we’re in the throes of a campaign against Chick-fil-A, an Atlanta-based fast food restaurant for comments made by owner Dan T. Cathy that supported the “biblical definition of the family unit”…essentially speaking out…

The Games Corporate Buyers Play

Reed Holden wrote an interesting piece for Harvard Business Review Blogs in which he reports that corporate buyers are playing a “high-stakes poker game” with their suppliers – and are winning. He suggests that corporations are changing their patterns from being “relationship buyers” to “economic buyers”. Relationship Buyers focus on procuring products, services and savvy business advice…

Buzzwords and The Business of Conversation

Buzzwords are a growing export thanks to the lightning-fast content generation and consumption we’re experiencing in the social-era. Buzzwords have become increasingly vilified by the social media elite with claims that they are crutches used by marketers to mask their inability to think, write effectively or say exactly what they mean. Others go so far as to…

#CustServ Has Become the Defining Success Strategy for Business

Has customer service emerged from the call centers and basements of businesses to become the defining business strategy for success? Well, if you’re to believe the results in the newly released 2012 American Express® Global Customer Service Barometer, you’d certainly lean that way. The conclusions drawn from this report suggest that social media has elevated this business…

#bizforum debate episode 1: Should Social Be Measured?

A few weeks ago, I got together with Ric Dragon, author of Social Marketolgy and President of Dragon Search and Fred McClimans, Managing Partner at the McClimans Group at the Internet Media Labs in New York City where we experimented with the start of a #bizforum video debate series. It was a slightly rough start (on my…

Announcing the #bizforum video debate

Every Wednesday night for the past year, a group of business leaders pour a glass of wine, tune into the #bizforum hashtag on Twitter and get their debates on! The #bizforum twitter debate was born out of my growing frustration with some online Twitter chats that featured smart people mostly agreeing or re-tweeting each other’s sentiments. Critics…

Competing With Your Employee for Consumer Loyalty

  This week I’ve been exploring the conflict between employee and corporate brands here on Sensei Blogs and during our weekly Twitter debate. The discussion has taken many twists and turns touching on HR policies, corporate risk, brand strategies and even customer service; however, during this week’s #bizforum chat there was one issue that really captured my…

Should Corporations Fire Personal Brands?

  Earlier this week I posted When Personal and Corporate Brands Collide, in which I outlined a case study of corporate egotism rearing its ugly head in the face of an employee’s personal brand and public recognition. The “personal brand” phenomenon is quickly becoming problematic for c-suite executives, marketing, PR and human resource departments alike.  Neither the…

When Personal and Corporate Brands Collide

This past week I was introduced to another case of personal branding colliding with corporate egotism; an increasingly common fender-bender in our over-connected world where the line between personal and corporate personas are becoming thinner and thinner. Last week Dave Reynolds, an extremely popular DJ at 99.7 The River in Campbell River, British Columbia (a Vista-owned radio…

Mobile Transcends Tactic to Become the Complete Brand Experience

  Businesses must quickly rethink their concept of mobile. Mobile is not a device. It’s not a new payment gateway. It’s not another marketing channel. Mobile isn’t just a channel and frankly, it’s evolving beyond a strategy. Mobile is the new Web that connects and I’d argue sustains other social and communication channels. Mobile devices have morphed…

Which is Social? The Customer or the Business?

  With the exponential growth of social platforms, the face of the customer is continuously changing. Today’s customer seeks to do business with more than a product or a service; they seek to do business with a brand that stands for something and more importantly, with the people behind the brand. This is a statement posted by…

The Uncomfortable Age of Transparency

Gone are the days of the stand-alone customer loyalty card (or just plain loyalty for that matter)  – we’re now seeing a range of new data, social media feeds and smart phones that are changing the way organisations engage with their clients. We’re in a generational and philosophical struggle between older, closed systems and the new, open…

Seating Your Customer at the Boardroom Table

Social Media has emphasised the importance of the customer’s voice to businesses of all sizes. The study of the sales & marketing impact of customer comments and ratings has advanced to a more involved debate concerning the presence of the customer within the business’ entire operation. Much has been written on this topic recently by social strategists,…

#BizForum Twitter Debate, 12 Months and Still No Winner

As many of you know, tomorrow (May 2nd, 2012) marks the one year anniversary of #bizforum, Twitter’s first weekly debate. When I created the concept, I had no clue where it would go and certainly wasn’t thinking about a 12 month milestone. Profile of our anniversary debate topic: The Seven Rs of Modern Day Communication. #BizForum was created…

The Seven Rs of Modern Day Communications

Each year sees a new trend in the evolution of business communications. Over the past years people have called out Unified Communications, Cloud Computing and more recently Mobility and SIP-Enabled Infrastructure. Most predictions focus on the evolution of the technology rather than the cultural changes that impact how we communicate within our organizations and beyond. Have technologies…

Will Data Usurp Big Judgment?

The next big thing or simply the next big catch phrase? Big Data is a term used to describe the increasing amount of business and consumer data being collected and stored by organizations that cannot be effectively data mined due to the limitations of commonly used software tools that capture, manage, or process the data. While first…

Brand Ideology in the Age of Disruption

The latest posts here on Sensei Blogs have been inspired by our insights into businesses that have been living through the age of disruption, which references the interruption of a business’ outbound communications (branding, public relations, marketing and brand messaging) by consumer messages. In this series: The Courage of Passion Brands and Leaders Stop Measuring Customer Service…

Changing the Rules of Engagement

This post is inspired by the book: Practically Radical by former Harvard Business Review Editor and Fast Company co-founder William C. Taylor. The premise of his book is that for businesses, being good at everything isn’t good enough. Simply being good at anything isn’t enough for that matter. You have to be radically unique and innovative at…

Challenging the Rules of Social Darwinism

“Survival of the Fittest”, first championed by philosopher Hebert Spencer is an extension of Charles Darwin’s theory on “natural selection”, which describes the preservation of favoured races in the struggle for life. Spenser’s sociological adaptation of Darwin’s biological theory has been sometimes referenced as “Social Darwinism” (note: the term “social” was not used to reference modern day…

Do Social Media Sensibilities Impact Your Brand’s Reputation?

Last evening’s #bizforum Twitter debate focused on the impact of social media-powered customer service on the business. We saw an excellent exchange on both sides of the various resolutions that were being debated but one had the community divided more than others:  how does a brand close the Twitter-loop on a customer service issue? The assertion was…

The Short-Sightedness of Customer Service

In my last post: Customer Service, Twitter and Why They Fail, I stated that the use ofTwitter for customer service communications may not be delivering businesses what it can or should. I argued that current customer engagement practices are filling up social media streams with public apologies and mea cuplas, which certainly demonstrate empathy, caring and listening…

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