Moving Pictures

Any Rush fans out there? Well, if you are, I’m sorry to disappoint. This post is not a transcript of Neil Peart’s YYZ drum part. What it is in fact is a cry for help.

Search “customer service is the new marketing” and Google will feed you back about a half a billion results. Its not a new topic. But I’ve always been more concerned with the subtext of the sentiment. It just screams of the inferiority complex many customer service organizations exhibit within their corporate ecosystem.

A cure for this sense of feeling like the corporate doormat is innovation. Customer service doesn’t usually outrank marketing on the innovation front. But there’s still hope. And the white night is video. In light of twitter’s release of Periscope this week, It seems like a great time to revisit this topic.

Video is driving greater transformation in the way brands engage with their customers. Its engaging, personal and social. And the landscape of tools available is expanding rapidly. So, why aren’t more customer service organizations leveraging it as part of their engagement strategy?

Video – The New Digital Thank You Note

For this post’s video, click on the link and check out this clever short form video engagement solution!

Happy 5th Birthday!

imagesIt almost past me by without me noticing. But the other day, I just happened to be searching the archives on this site when I realized this month marks five years since I first penned this post here. And, hopefully I’ve been fairly true to that original mission over the past 195 entries.

Anyway, the reason I was looking through the archives was this. I have been thinking about something for a long time that I eventually want to accomplish.  That is that I’d really like to write a book. After I starting looking at all the content I have here and on other sites and publications to which I’ve contributed, my determination was set. That idea has now become a specific, measurable goal.  And I’m putting it out there here so it makes me even more accountable to get it done.

Now, before you mumble under your breath something like – “great. another narcissist who craves to see his name on a book cover”, let me state this right now. When I do this, who or how many people see, buy, read or even care that I’ve done this is of zero concern to me. My motivation is to see if I can do it. As I’ve had several friends that have written and published books, I’ve witnessed from the fringe what an undertaking such a project is.  So, I putting the challenge to myself.

With that now on my plate, my brain doesn’t have the capacity to write that and continue to write the type of compelling, gripping content you’re used to reading here.  So, the other reason I’m reporting this is to announce that it’s the perfect time, after five years, to take this site in a different direction, shake things up.  So while I’ll stick to my themes of customer experience, social business, customer service and analytics, I’m going to explore these topics with video entries going forward.  I’m going to be using video posts here exclusively to post shorter, more frequent entries about these subjects.  And bonus for all you you.  You get to see my dashing mug and hear my smooth vocal stylings light up these pages.

So, stay tuned.  Let me know how I’m doing so I can learn and improve.  And, hopefully my face and voice won’t distract too much from the message.

Thanks again for sharing a rewarding five years.