Part Two. An edited excerpt of What’s the Future of Business, Changing the Way Businesses Create Experiences In Part 1 of this series, The First Mile: The Broken Link of Social Media Customer Service, we reviewed the opportunities and challenges that face any business seeking to engage customers in social networks. To become customer-centric requires a culture that supports customer-centricity and an active investment in defining the first mile experience. The first mile of customer engagement is a post-commerce or…
Tesltra interviews Brian Solis on innovation and competing for the future
Telstra invited Brian Solis earlier in the year to keynote its annual CIO Forum. There, he presented on the future of technology and innovation as part of the company’s annual CIO Forum. You can read a synopsis of his presentation here. Following the discussion, the Telstra crew whisked him into the studio to shoot a quick video about the future of business and technology. His view, “it’s starts with a simple formula…Arrogance + Ignorance = Irrelevance.” Brian believes that in…
The First Mile: The Broken Link of Social Media Customer Service
Part One. An edited excerpt of What’s the Future of Business, Changing the Way Businesses Create Experiences For all that social media is doing to change business for the better, it’s not yet enough. Interview any executive and ask them what their priority business goals are for 2013 and I’m sure you’ll see some element of customer-centricity on the list. Yet the challenge that exists for any organization trying to get closer to customers lies in the definition of…
McKinsey Partner Jonathan Gordon and Brian Solis Help Marketers Speak the Language of the C-Suite
Jonathan Gordon, a McKinsey partner and leader focused on the power of smart analytics to drive growth, talks about the future of marketing with Brian Solis, principal analyst at Altimeter Group and a leading thinker on the impact of social media and disruptive technology on business. Brian Solis: Customers are becoming more demanding, and more connected. As I say in my new book, What’s the Future of Business, instead of purely reacting to this different breed of customer, companies need…
The Imminent Shift from Social to Digital Engagement
How do you define engagement? No matter how you define it, engagement is something that we most likely underestimate. Engagement symbolizes the touches that occur in various moments of truth and this should completely change not only how you engage someone in each moment but also how the inside of your company works with one another to make it frictionless and experiential. Whether a customer stands on the stage of awareness, consideration, purchase, or post purchase, touch points open and…
Without Analytics, Big Data is Just Noise
Guest post by Eric Schwartzman, founder and CEO of Comply Socially, which helps employers manage the risk and capitalize on the opportunities of social media in the workplace. Follow him on Twitter @EricSchwartzman The online Boston Marathon bombing witch-hunt last week dragged social media down to a new low. Social media has become “the cocktail party from hell,” writes Maureen Down in her column “…with the flood of information jeopardizing meaning.” When everyone’s talking about a crisis in real time…
TNN (Twitter News Network) Trumps CNN….Again
Like many, I found myself gripped by the real-time reports that poured in on the evening of April 19th…Boston Police were in close pursuit of the second Boston Marathon bombing suspect. Up to this point, I mostly followed the story via @CNN and CNNLive. I noticed however, that some of the most interesting updates were shared via Twitter directly by the Boston Police (@Boston_Police). As police surrounded the second suspect while he hid in a recreational boat in the backyard…
Twitter’s New #Music App Released, CNET and Brian Solis Discuss the Move
Twitter’s latest big move may be evidence that its goal is to create — and control — a series of media channels across music, TV, movies, and more. CNET’s Daniel Terdiman and Brian Solis discuss the impact of #Music and why Twitter is moving into this channel. Here are the highlights… “I think what Twitter is really trying to do with #Music and Vine and what else is to come in the pipeline is to really become this cultural epicenter…
It’s The End of Business as Usual in Japan
I’m so excited. As I type, I’m moments away from heading to SFO to visit Tokyo for the first time in years… Shortly before the official launch of What’s the Future of Business, I spent several weeks writing new chapters for The End of Business as Usual. Why? I’m proud to announce that it’s finally the End of Business as Usual in in Japan! The new book features new content specific to the Japanese economy. But that’s not all. It…
Brian Solis’ The End of Business as Usual Now Available in Japan; Renamed EFFECT
Japanese-American business leaders Hide Hashizume and Eiko Hashizume have successfully brought Brian Solis’ The End of Business as Usual to Japan. The book is localized but it is also a new book in many ways. First, Solis’ book has earned a new title and cover design – エフェクト (EFFECT.) Second, Solis wrote new chapters specific to the Japanese economy and how to rethink the future of business based on Japanese case studies. Lastly, Mr. Natsuno, a board member of Nico…
