Digital strategy for the world we live in

Putting Experience Back into Customer Experience

Putting Experience Back into Customer Experience

May 15, 2013

Yesterday I wrote about the importance of reading mean tweets. It’s a post about the rough and tumble nature of online conversation and what can happen when you step out into the gaze (and full throttle voice) of the social web. And then today, almost on cue, comes what BuzzFeed calls the most epic brand meltdown on Facebook ever. It began with an appearance on...

I’m Just a Little Bit in Love with This

I’m Just a Little Bit in Love with This

Feb 28, 2013

I’m just a little bit in love with a great presentation by Martin Weigel. How to (not) Fail from Martin Weigel I didn’t want to get in the way between you and this presentation – but it’s important to remember that there is a huge perception gap between what WE think consumers want, and what they EXPECT from us. It’s not even that we have to CLOSE the gap –...

Gustin Shows Why Retailers Still Don’t Get Digital

Gustin Shows Why Retailers Still Don’t Get Digital

Feb 7, 2013

For years, Australian retailers have under-invested in digital. They held back technology investment, closed down innovation programs and hired traditional marketers when they should have been growing their own breed of tech-savvy innovators. And while retailers had their heads in the sand, the world changed. Recent failures like ClickFrenzy have been down...

A Palpable Dis-Ease – Graham Brown’s Mobile Youth

(Graham Brown) The Mobile Youth: Voices of the mobile generation from Graham Brown (mobileYouth) We don’t have to look far to see that we are living in a digital world. On my desk sits half a dozen connected devices, wifi enabled, flashing, beeping, spewing updates from sites, friends and acquaintances thousands of miles away. But for me, this is a world that I...

Here’s to Your Strange Heart

Many, many years ago – back in my early days of social media, I connected with a very strange person. His name is Mike Wagner. He was a boldly creative and generous spirit that leaped at me out of the vast sea of social media chaos. I loved his energy and his thinking. But the thing is … he stood out. We connected. We conversed. And after many years of...

Trust + Scale Trumps Bright and Shiny – Australia Post Goes Digital

You can tell when you are in a Post Office by the smell. You open the door and you get the feint mustiness of paper, humidity and light glue mixed with a light dusting of body odour and desperation. It’s the same smell that has been around since I was a boy – and it greets me whenever I have to trudge my way to the local post office to pick up a package. A...