I just published “Bots Are Not Chatbots: Business Edition” medium.com/p/bots-are-not…

I just published “The 2018 State Of Chatbots: A Non-Technical Update For CEO’s, CMOs, & Business Owners” medium.com/p/the-2018-sta…

I just published “This Could Help Boutique Hotels From Becoming Stagnant and Irrelevant” medium.com/p/this-could-h…

As a reminder. Age has no bearing on bringing good ideas to the market place! Great study here. insight.kellogg.northwestern.edu/article/younge…

BIG BUSINESS UPDATE: Just finished up a way for customers to drive sales and leads, lower costs, and increase customer happiness/engagement! Created and completed a chatbot named "Kenny" for a client, and it has the following business benefits: 1. It is…lnkd.in/gzEg6KW

Pretty thrilled to announce the launch of Prescriptive.(prescriptive.io) This is a productized service for small businesses and startups that delivers a customized customer service chatbot that is fully conversational (no boring point and click).…lnkd.in/gEfKpMb

#smallbusiness RESULTS! So after about 1 month of having their first conversational #customerservice #chatbot deployed we have seen the following results: - A steady increase in sales driven by the bot (around 1-2%) - A decrease in calls to customer se…lnkd.in/gVkGwCA

Thought it was a good idea to lay out some risks to small businesses of not adopting smart automation (i.e. customer service chatbots). Also I give some results and explain exactly what these things are. #smallbusiness #customerser…lnkd.in/gm4gYs6 lnkd.in/gFqRgkv

Looks like @linkedin is having some troubles right now as the site seems down but congratulations to @linkedinhelp for managing this.....Love to see great #digitalcustomerservice

This "Elements of Value" graphic is a #1 resource. Knowing exactly what values your customers perceive of your products/services is a great way to deliver targeted customer care and massively increase NPS Scores bit.ly/2qPZVWn #cx

When you "wow" customers on digital channels - the results are phenomenal. It resonates and ripples in ways we haven't even began to realize. I'm seeing this happen in realtime for a pilot client. #mindblown #digitalcustomercare

This new @harvardbiz article is great because it dives into "Relevant" marketing and the fact that it's about Personalization. Where do we get that? From not only doing for customers but listening to them (indirectly and directly). bit.ly/2FYDCRj

I'm finding something truly magical happening. When we take the time to really engage and converse with clients' customers on digital channels; those customers are literally elated. It's 100% #cx and it's incredible.

I say this with all sincerity. There is nothing more rewarding than 1:1 digital customer service with our clients' customers. The customers LOVE it and the clients love the insights we pull out and deliver as actions. Customers are happier and it shows. #cx

Not to be confused with STD's, which can affect anyone regardless of whether they work in marketing or not ;)  STP stands for Segmenting, Targeting and Positioning. bit.ly/2FnJlTU [Loving this simple approach to something people make far too complex] #stp #marketing

[The best part of this is that your frustrated customers are the ones who are helping you shape your business the most] Superior Customer Experiences Start With These 3 Things adweek.it/2DsGy6R

[Nike is finding success developing 1:1 relationships with customers...] What Nike’s Analytics Platform Buy Says About the Future of Brand-Consumer Relationships adweek.it/2Gp2Pob

Huge Shoutout to Covo for the incredible Covo day! If you are in #sanfrancisco and want to see some great hustle - spend the day at COVO! Loved it!!! #coworking