Customer Journey

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F*ck market research — why knowing your brand is better than knowing your audience

If you must choose, knowing your brand is better than knowing your audience. Authenticity trumps trying too hard to pour sweet honey down someone's ears.

Many brands have zero true fans

The insight that should hit some community managers like a ton of bricks is that many brands have ZERO true fans.

Adobe Summit 2015: My conference report

The internet of one, auto tagging, anomaly detection, lookalike modeling, and more — from Adobe Summit 2015.

Adobe Summit 2014: My conference report

Key takeaways from my conversation with David Edelman, McKinsey Digital, at the Adobe Summit 2014 in London.

The CMO is dead

Say goodbye to the CMO, and say hello to the CCO. Objective number one for the CCO is a clear customer service focus.