Michael Geist's column in Saturday's Toronto Star cited the attacks on the voting system at the recent NDP convention as a reason to dismiss the prospect of online voting in a general election. It really annoys me when high profile and well respected academics like Geist try to stir the pot by … [Read more...] about Does Michael Geist really think polling stations are the only option for elections in today’s digital age?
The lines are blurring. What was once a survey respondent is now a customer participant. What used to be called market research is now often referred to as customer insight. As we move from a product-centric world to a customer-centric world, addressing the needs and wants of empowered customers … [Read more...] about The Emerging Role of the Customer Experience Professional
Voice of the Customer is a term that’s commonly being used to describe the process of using digital technologies across various customer touchpoints to collect, analyze and interpret customer feedback and data. Sounds straightforward. But in today’s digital world, keeping pace with the changing … [Read more...] about Delvinia’s Customer-Centric Approach to VoC Programs
Social media provides organizations the potential of capturing the voice of the customer, and providing organizations with a deeper understanding of how to engage their customers on their terms. Here are five ways that marketers should be integrating social media into the marketing mix. Social … [Read more...] about 5 Ways for Marketers to Integrate Social Media
Later today, I'll be speaking at Environics Analytics' 5th Annual User Conference. With the theme, “Big Data: Harnessing the Power,” the conference will explore new and innovative ways to extract insight from data to better understand customers, evaluate markets and target products and … [Read more...] about How does Social Media Fit into the Marketing Mix?