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IBM Makes A Big Move On A Blue Ocean Opportunity

IBM announced this week the launching of the IBM Customer Experience Lab in Yorkville, NY. The Lab will bring together 100 researchers and consultants into what sounds like a center of excellence to help clients with “front office integration” around three general ideas: Customer insights Customer engagement Employee engagement The first–customer insights–isn’t new ground for […]

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Are Personas Useful in Social Media Strategy Anymore?

Best Buy may have fallen on hard times but a decade ago the big box retailer was one of the first “bricks and clicks” to embrace the use of personas in all aspects of marketing and e-commerce. Best Buy was renowned for its four personas–Buzz, Jill, Barry and Ray.  Buzz was the single, male nerd […]

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Five Questions Klout Can’t Answer

Five questions Klout CEO Joe Fernandez can’t–or won’t answer

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Social Graphs: What They Are And Why You Should Care

The “Social Graph”—broadly defined– is a network of personal connections. And your online social graph is becoming the focus of social network strategy—by networks themselves, and by marketers trying to reach you and your friends. Why does the Social Graph matter? It’s the basic structure of personal connections you use every day in each social network you belong to. It’s why you join and invite others to connect on a social network. And therefore, exploiting social graphs for marketing and advertising is the fundamental business model challenge that Facebook, Twitter and LinkedIn face.

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