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Big Data & Analytics Tools for Digital Transformation

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Customer Experience: An Experiential Business Application

Customer experience and experiential social mediaCustomer experience and experiential social media shows how you can succeed in transforming your customers’ experiences with your firm by adopting a refreshing and effective human approach. Transforming customer experience enables most firms to become more resilient and profitable.

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Customer Success: An Experiential Business Application

Customer success and experiential social mediaCustomer success and experiential social media identifies three pitfalls that too often prevent customer success initiatives from attaining their potential for improving customer experience. In case you’re not familiar with the customer success movement, I outline its origins and scope, so you can appreciate the pitfalls and avoid them.

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Employee Engagement: An Experiential Business Application

Employee Engagement and Experiential Social MediaEmployee engagement and experiential social media shares my insights into one of the biggest challenges faced by business today—the employee engagement crisis, and how firms can change the game. Fewer than a quarter of employees are engaged, a slightly smaller quarter are “actively disengaged,” and the majority is blasé and punches the clock.

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CSRA Milestones: Ten Years of Experiential Social Media

CSRA Milestones: The First Ten YearsCSRA 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.

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Reflections on CSRA's Ten Years in Business

Reflections on CSRA Ten Years in Business Reflections on CSRA Ten Years in Business gives you three glimpses into why I built a firm to pioneer in experiential social media. I’m amazed that we embarked on our 11th year in February 2017! Here I’ll reflect on where we’ve been and where we’re going.

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How CSRA Builds Trust at Scale

How CSRA builds trust at scaleHow CSRA Builds Trust at Scale shares some of the most surprising and useful things I’ve learned while pioneering experiential social media since 2006. In this post, I’ll reveal how experiential social media teams build trust by breaking some rules in social media.

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Three Experiential Social Media Lessons Learned

3 Experiential Social Media Lessons LearnedThree Powerful Experiential Social Media Lessons shares three surprising breakthrough insights I’ve learned while practicing experiential social media. This is one of the videos I’ve made to share some of the most useful things I’ve learned since 2006.

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[Updated] CSRA 11th Year Celebration

11 Celebration: Ten years of Experiential social media & social business hightlights, mission & vision11 Celebration summarizes my reflections on CSRA’s first decade in business, and my vision for our next decade. We’ve been pioneering in experiential social media and social business transformation since I founded the firm in February 2006.

It’s difficult to encapsulate ten years of learnings, but that hasn’t stopped me from trying! This page will reprise some of my favorite posts, and it will feature a series of videos I’ve made in which I explain where we’ve been and where we’re going. This post will change frequently, so please consider it a work in progress.

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Ethnographic Research of Social Media

Ethnographic Research of Social Media[Updated] Ethnographic research of social media is one of my biggest secrets. It has become the foundation of CSRA’s ability to create trust at scale, so here I’ll share how I came to use it with social media. Then I’ll explain what ethnographic research is, why it’s vital to CSRA, and how it works, so you can use it. Finally, I’ll share use cases for experiential social media, product management, and business innovation.

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Chief Digital Officer Needs Analysis: Do You Need a CDO?

Chief Digital Officer Needs Analysis is an executive summary of how CSRA helps organizations assess their need for “going digital” and hiring digital executives. These engagements serve as “requirements analysis” for an enterprise, business or brand.

Improving the Selection Process for Digital Executives

Chief Digital Officer Needs Analysis: Do you need a CDO?Astute CEOs and boards of established firms and brands are awakening to an increasingly uncomfortable reality: for many, business results have been flat, and customers are behaving “unpredictably.” Since this is such a prevalent trend, there is emerging consensus that “going digital” is the way to get closer to customers(1) and revitalize business. CEOs or board members get on the phone to their executive recruiter to search for a Chief Digital Officer, a “digital CMO,” or maybe a digital-savvy CIO to lead digital transformation. As we’ll see, in so doing they are too often putting the cart before the horse. They will get better results by assessing their needs for digital expertise first, so I’ll offer a simple yet robust needs assessment process.

Although CSRA’s client work shows accelerating digital adoption […]