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Web Experience News & Analysis

Chief What Officer? Too Many Titles, Too Little Substance #esddc

A year ago, Anne Buff, thought leader with SAS Best Practices, was utterly certain that all companies needed to have a Chief Data Officer (CDO) to keep a company's online and digital operations on track.

She was wrong, she came to conclude, and explained why at last week's Enterprise Search & Discovery conference in Washington DC. 

Buff's realization about the role of the CDO, though, extends to the ever-growing universe of new digital-related titles that have emerged in the last few years.

There is chief data officer, of course. Thought leader, Buff wryly points out. And then there's a host of others. Chief digital officer. Chief analytics officer. Chief experience officer. Chief data architect. Data custodian. Data visualization designer. Chief knowledge officer. Chief wisdom officer. Data hygienist. Data trustee. Chief insights officer. Data quality officer and perhaps the most colorful of all, Transmedia Mastermind.

So You Want to Be an Online Community Manager?

2014-11-November-Flock.jpgBecause 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 tell them is that I’m not a community manager. But I quickly follow by saying that I work with community managers and that they’re the target audience for much of the content I develop.

SAP, Facebook Up the Ante on Personalized Marketing #SAPtd

OK, we were a little off. When IBM and Twitter partnered last month in what they called a landmark connection for enterprise data analysis, we figured more would come.

"What's next?" we asked. "Oracle and Facebook? SAP and LinkedIn? Microsoft and Pinterest?"

So maybe we had the companies mixed up. But we knew something was coming. And it's SAP and Facebook.

The enterprise software giant connected with the social media king today in a partnership that allows SAP to combine insight with customer engagement by using Facebook’s scalable Custom Audiences targeting capability. This enables marketers, officials at the companies claim, to use SAP solutions to reach customers on Facebook.

That Anonymous Visitor Is Your Next Great Customer

2014-10-November-Fake-Mustache.jpgPersonalization 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 waters. Why? It’s a simple enough notion.

Compare digital personalization tactics to the local corner store from decades ago. Remember the butcher who held the special cut of meat for a favorite customer? Or the clerk who knew I wanted the next comic book in the series? That was personalization in the pre-Internet days but, even though the landscape has changed dramatically, the rules really haven’t. We, as marketers, just have infinitely more to work with -- and even greater demands than a pound of sirloin.

Obama, the FCC and 2 Perspectives on Net Neutrality

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The White House and President Obama dropped the hammer on the Federal Communications Commission (FCC) yesterday, pressuring the FCC to introduce rules that would strengthen protection of the "Net Neutrality" concept for consumers.

Is this something that should thrill supporters of a free and open web or just more spin from an administration looking for positive press? In this CMSWire Point/Counterpoint, we'll look at both sides of the issue.

Newcomer Bluetrain.io Claims it's a 'True Cloud CMS'

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Officials at startup web content management system (CMS) provider Bluetrain.io claim their platform shakes up the cloud CMS world.

They're so confident that they boast they can take on the Acquias, Pantheons, Sitecores, Drupals and WordPresses of the world. In an interview with CMSWire, Bluetrain.io officials said their CMS platform is better because it's a multi-tenant, multi-client, multi-brand offering and the first multi-site cloud CMS that's natively responsive.

The platform is the brainchild of Web CMS veterans who have worked on the most popular systems in the world, said Steffan Berelowitz, CEO and co-founder of Cambridge, Mass.-based Bluetrain.

"What innovation we can bring to CMS industry?" Berelowitz asked. "Most platforms were never designed to be multi-surface and multi-screen but most were designed as single instance architecture and never benefited from massive scalability of the cloud."

Love Fest for Big Data ... in Pittsburgh

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If you attended the Pittsburgh Technology Council’s recent conference on big data, you most likely were corrected at least once on pronunciation: not Day’tuh (long A) – but Da-ta (short A). Otherwise the joke of the event name wouldn’t work – “I Love It When You Call Me Big Data” – taken from the rap song of a similar name.

Pronunciation aside, there was a lot of big data trends and best practices to digest at the all day summit last week. The summit encouraged attendees to explore strategies and technologies surrounding real time data processing, data protection and privacy, industry regulations and compliance, and data storage.

Analyzing Social Media? You're Doing it Wrong

2014-10-November-Chatter.jpgThe 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 saying, where they are saying it and how deeply certain themes permeate the overall conversation on social media -- but taking action from this information isn’t as easy as it seems.

Brands often count numbers without understanding context. They focus too much on one channel while ignoring all others, or fail to gauge the collective opinions of the crowd. Instead they focus on a few overly positive or negative mentions, and stay too caught up in the moment to observe trends over time.

Each of these faux pas is easy to commit, and every one of them can have profound consequences. But it doesn't have to be that way.

What the French Taught Me About Customer Service

2014-10-November-Bread-Shopping.jpgBefore 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 the purveyors of the best and worst customer service I ever experienced.

France is a country where customer service is an economic imperative as they claim title to being the most visited country in the world with more than 85 million annual visitors and with tourism representing 10 percent of GDP. The French government has tried several campaigns to promote great customer service to increase tourism.

That's only half the battle. Being the right customer and adjusting expectations is what transformed my customer experience in France, and created new levels of loyalty for me with companies large and small alike.

Your Content is a Promise to Your Customers

The content an organization publishes online is increasingly contributing to how customers regard that organization’s brand. 

How to Become a Best-In-Class Content Marketer

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B2B marketers with documented content marketing strategies consider their organizations more effective at content marketing, and can better track ROI over those with verbal or no strategies, according to the latest research by the Content Marketing Institute (CMI). 

And although an encouraging 83 percent of B2B marketers have a content marketing strategy, only 35 percent have it written down, which means that a majority of those surveyed are missing out on the benefits that come with being a Best in Class B2B Content Marketer, the research revealed.

The study, 2015 Benchmarks, Budgets and Trends – North America, was sponsored by Brightcove and conducted in conjunction with MarketingProfs.

DAM Shopping? Use These Criteria to Find the Right Vendor

2014-07-November-Filters.jpgThe number of DAM vendors on the market can be overwhelming. There are hundreds of DAM vendors, many of which provide very good solutions, which can make it hard to choose the right vendor for your organization. Start by developing the project goals and the key problems to be solved and then filter, filter, filter.

Technology Can Help Humans Sound Human

2014-07-November-Free-Hugs.jpgIs 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 the forces in the customer service universe can easily undermine an organization’s efforts to deliver an exceptional, personalized experience.

IBM or Twitter: Who Needed the Deal More?

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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. Both need to can some lightning," said Tony Baer, principal analyst at Ovum Research.

"For Twitter it's the need for another path to market where they don’t have to compete with the Facebook colossus head-on. For IBM, this is entirely consistent with directions such as Watson where it is striving to establish cognitive computing as the new de facto enterprise solutions building block."

3 Lessons from the Marketing Festival #mktfest

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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 found three lectures gave me the most to think about and I've summarized them here.

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