Your go-to Chief Customer Officer and advisor, crafting seamless customer experiences across marketing, sales, product, and community.
Joined December 2023
- Tweets 409
- Following 43
- Followers 229
- Likes 593
Photos and videos
Pocket CCO retweeted
You love to see it.
A dad was given a free replacement Steam Deck case by Valve after his baby threw up on the original case
He said they have a "customer for life" after he contacted support to ask about buying a replacement
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If your social feeds are anything like mine, they have been taken over by international World Cup fans sharing their American adventures, and I am living for it.
For my latest for @CampaignLiveUS, I break down what's happening and what brands can learn from it.
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Pocket CCO retweeted
As I continue to go deeper down the sociology and trust rabbit hole...
For my latest research in public, I take Zucker's three modes of trust and look at what happens at their intersections, where customer anomie plays a role in all of this, and what brands can learn from it.
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In the pursuit of optimizing and measuring everything, we have stripped the customer experience of everything that made it special and worthwhile.
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Want to see the past? Look at your dashboards.
Want to see the future? Talk to your customers.
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Heading to Canada next week to talk about how we can use sociological learnings to improve belonging in our communities and customer advocacy programs!
If you want stronger customer-brand relationships, grab your ticket!
Join me for @HeyOrca's Community-Led Marketing Summit!
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Community is the antidote for the algorithm.
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Who knew that Star Wars Lego sets could turn into such an online branding dumpster fire?
For my latest in @CampaignLiveUS, I cover the Bricks and Minifigs controversy, Reckless Ben, and how this is destroying the Bricks and Minifigs brand one brick at a time.
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Pocket CCO retweeted
Waiting for the perfect time to grab my book?
Get a sneak peek at my book Transforming Customer-Brand Relationships with this edited excerpt and get 30% off with code AMS30 through @KoganPage.
koganpage.com/marketing-comm…
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Pocket CCO retweeted
It's not a coincidence that horror is dominating right now.
A lot of people are worried about the world, their jobs, and life in general.
Being able to point that worry and fear towards something else is its own version of therapy and coping.
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We have fallen in love with optimizing our CX metrics instead of earning them.
My latest for @customerthink breaks down customer trust, how my equation breaks down what brands need to do to build/repair trust, and how we have lost our way by thinking NPS tells the full story.
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Pocket CCO retweeted
My favorite line from 007 First Light so far:
“Information isn’t knowledge and knowledge isn’t insight.”
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Pocket CCO retweeted
Heading to Vegas for @GainsightHQ Pulse!
Can't wait to share my talk on the customer trust equation and play book fairy.
If you're attending say hi and keep an eye out for my book. I'm hiding copies throughout the conference.
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Pocket CCO retweeted
So the weirdest thing happened yesterday while I was doing research for my book.
I found a journal article that directly discussed my 2020 tweet and what would become known as Marketing Twitter.
Absolutely wild.
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Congrats to the @neuemotion and @webflow teams for taking home bronze last night at the @shortyawards.
Love to see great B2B creative be celebrated!
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I'm collecting data on how people actually experience trust with brands: what builds it, what breaks it, and what makes broken trust start to feel like the norm.
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Pocket CCO retweeted
Special thanks to Toni Krasnic for featuring my book in his CX Book Gems newsletter series.
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