How to Boost the Power of Customer Journey Maps shows how firms can increase the accuracy and power of their journey maps by using digital social data in practical new ways that almost all customer experience pros overlook.

Would you willingly base multimillion dollar brand and product decisions on a hodgepodge of 20th century research methods?

That’s exactly what 99% of brands and agencies do, based on my just-completed review of customer experience, design, marketing, market research, and...

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Introducing the Free Chicago Seminars Experiential Social Media Nonprofits

The Free Chicago Seminars of Experiential Social Media for Nonprofits and social impact firms aims to help nonprofits and social impact firms to unlock the power of experiential to transform their commitments from their donors, volunteers and other supporters. The series will be offered by CSRA in Chicago starting Summer 2018. Experiential is “the nonprofit way” to do social media because its main goal is...

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Use Scenarios to Network into Jobs and Contracts reveals a new way to break through when you’re looking for new consulting work or employment for yourself, or you’re fundraising for your startup or nonprofit. As these pages detail, I’ve learned that “breaking through the noise” is easy when you play music. You’ll learn how to do it here.

Insight from Ethnographic Research

I’ve conducted ethnographic research of social media since 2006, so I have a...

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CSRA milestones reflects on my first ten years of experiential social media, seen through the eyes of clients I’ve served. I’ll share what I learned about what outcomes we got in each engagement as well as how it happened that I developed and pioneered experiential, which if a repeatable process for developing trust and profit at scale.

If you’d like to watch this post instead, just click the thumbnail button.

Global Investment Bank

I’m grateful to a global investment bank for...

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Social media strategy good practices is a short list of principles that can make your firm stand out when empowering customer and employee experience. It’s part of a talk I gave today to a large multidisciplinary team. Their venerable institution plans to use social media strategy to get the ducks in a row without too much squawking. The most exciting aspect of social media strategy is that there’s so much room for improvement: while your peers and competitors are trying to...

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