Is it really the 10th anniversary of The Cluetrain Manifesto? Actually, it isn’t. The book was written in 1999 by Rick Levine, Christopher Locke, Doc Searls and David Weinberger. It was published in 2000. I suppose then that John Cass’s meme inspired by the upcoming 10th anniversary of the book is meant to borrow the [...]

Social media marketing is all about businesses having conversations with their customers. In many industries this era is the first in which brands have actually listened rather than trumpeted their hype from the tallest billboards and loudest channels. That listening is opening the eyes of brand managers, CMOs and CEOs everywhere.
Unfortunately, brands sometimes forget to [...]

Rupp Arena is a geographic and social icon in the state of Kentucky. Not only is it home to the University of Kentucky’s men’s basketball team, arguably the most worshiped group of 13 or so dudes this side of Gethsemane, but it’s where wide-eyed young hillbillies catch little glimpses of the big, wide world by [...]

Sunday, a pollster called my house to do a consumer experience survey for my bank. But it wasn’t just the bank, it was my bank … the branch I use. Intrigued at the mention of a recent trip to the actual location and happy to give credit to the friendly folks there, I agreed to [...]

Two general topics grabbed me this week. One was the recent ballyhoo surrounding this notion that customer service is the new marketing. No fewer than most of my favorite public relations minds all wrote about it. Some argued semantics. Others jumped on board and echoed the sentiments.
The second was Bill Sledzik’s tome declaring reasons he [...]