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[Updated] Why T-Mobile Needs a Chief Customer Officer

T-Mobile Chief Customer Officer NeededWhy T-Mobile Needs a Chief Customer Officer shows how customers’ omni-channel interactions with enterprises demand profound integration of business processes, and how firms’ failure to “go all the way” in breaking down silos ultimately threatens business. Most firms don’t go far enough, including T-Mobile, and their silo-centric efforts fail to get the job done. To illustrate the point, I’ll share how T-Mobile alienates fans like me by not delivering what they promise.

This story also shows that the need for a CCO is particularly acute in mature economies like the U.S.A. and Europe because their silos were built decades ago, and their legacy processes often adversely affect customer experience.

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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.

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

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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.

If you’d like to watch this post instead of reading it, just click its thumbnail.

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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.

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

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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.

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

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Drive to Trust Trailer: Behind the Scenes

Drive to Trust TrailerThis Drive to Trust trailer offers a quick behind-the-scenes look into why I’m doing it. Drive to Trust is CSRA’s major initiative this year. We’re partnering with firms in all kinds of industries to show that trust-building in digital public achieves marketing goals much, much better than promotion. These daring organizations will learn how to change how they relate to people, and they’ll become much more competitive.

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

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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.

If you’d like to watch this post instead of reading it, click the thumbnail button!

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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.

If you’d like to watch this post instead of reading it, click the thumbnail button!

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Healing Business [How to Rehumanize]

Healing Business - Experiential Social MediaIn Healing Business, I’ll share why I think business needs healing and how CSRA is doing it with experiential social media. Business is wounded from a human point of view because it’s become very impersonal; large organizations don’t mean to, but they treat employees and customers as numbers because they don’t know or trust them. Experiential is a practical way to change that.

If you’d like to watch this post instead of reading it, click the thumbnail button!

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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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