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    • An IMC evolution: From sales funnel to customer journey

    Tuesday, December 14th, 2010

    Traditional business sales funnel

    Customer journey

    (Both images/models courtesy of Fleishman-Hillard)
    I’m starting to see a change in marketing mentality. Are you seeing it? It’s happening slowly — change is never a quick thing — but it’s popping up here and there. Part of it is an increased adoption of the IMC mentality. And understanding […]

    Answering Questions: A PR 2.0 Discipline

    Tuesday, March 9th, 2010

    If you’ve read this blog in the past, you’ve probably heard me talk about the self test. I’m a huge fan. To briefly review, the self test is the idea that before a company implements any initiative, it’s wise to step away from the concept for a second and look at it through the customers’ […]

    From Dell Hell to Dell Groundswell

    Saturday, November 29th, 2008

    Dell got put “in the bloghouse” by blogger Jeff Jarvis in 2005. But two years later, he praised them for listening up. And he noted the 180 CEO Michael Dell had done when it comes to listening, learning from, engaging and recognizing customers.
    “We screwed up, right?” But then he starts to sound like a blogger […]