All Latest Articles

Wednesday Update

Nick Johnson, (Jun 5, 2013)

Wednesday Update including: a social imperative for CEOs, the Pepsi Like machine, and what your business can learn from the top 100 social brands.

Social Spending and the Teen Market

adaptive, (Jun 5, 2013)

As one of the most active groups on social media, the teen market is increasingly becoming the focus of marketing activity.

Improved customer service through collaboration Part 3: Integrating the customer services teams into the organisation

adaptive, (Jun 5, 2013)

Social customer service teams need to be a part of the business whole and not isolated pockets without business-wide support.

Getting closer to the customer is the key issue for Marketing Execs

nickjohnson, (Jun 4, 2013)

Over the last month, we've invited executives to vote on the agenda for the forthcoming Incite:Marketing and Incite:Communications co-located...

43% of marcomms execs have to manage 6 or more channels

nickjohnson, (Jun 3, 2013)

Here are the results from last week's survey. It's not surprising that 'multi-channel' is such a buzzword. To contribute to this week's survey, head...

Storytelling the biggest issue for 483 Corporate Communications Executives

nickjohnson, (Jun 3, 2013)

Over the last month, we've invited executives to vote on the agenda for the forthcoming Incite:Marketing and Incite:Communications co-located...

Improved customer service through collaboration Part 2: Measuring performance and finding the metrics

adaptive, (May 29, 2013)

Brands need to step past the traditional when determining the metrics for their social customer service teams.

Wednesday Update

Nick Johnson, (May 28, 2013)

Wednesday Update including: how recommendation is driving video discovery, how much personal information teens now reveal and how brand loyalty has changed.

Is Social Commerce Working?

adaptive, (May 28, 2013)

The development of social media networks as places to shop continues apace, but are brands seeing these channels deliver real value to their bottom lines?

How did MetLife become more customer-centric?

nickjohnson, (May 24, 2013)

Claire Burns is the Chief Customer Officer at MetLife, a leading global provider of insurance, annuities and employee benefit programs, serving 90...

POLL RESULTS: What might encourage you to change your Facebook strategy?

nickjohnson, (May 22, 2013)

  For more statistics and facts from your corporate peers, go to  

In-depth with Lenovo's VP of Comms Pt.II: Storytelling, the importance of reputation and speed of response

nickjohnson, (May 22, 2013)

Jeff Shafer is responsible for global communications at Lenovo, the US$30 billion personal technology company and the world’s second-largest PC...

Wednesday Update

Nick Johnson, (May 22, 2013)

Wednesday Update including: automotive success on Twitter, how to stay legal with your social media, and a new analysis tool from Google.

How to improve customer service through collaboration Part 1: Tools of the trade

adaptive, (May 22, 2013)

It’s noisy out here! How can customer service teams cut through the clatter so they can hear the right conversations to do their jobs?

Turning Likes into buys

adaptive, (May 21, 2013)

The link between social media and conversion has in the past been tentative to say the least. Recently however, evidence shows that social media now has a quantifiable impact on real-world conversions

Report Cheat Sheet: "The Coming Era of On-Demand Marketing"

nickjohnson, (May 21, 2013)

In this series, we'll summarise the key findings from notable industry white papers and reports - so you can scan the core insight and decide whether...

In-depth with Lenovo's VP of Comms Pt.I: Internal convergence and 'glocal' communications

nickjohnson, (May 20, 2013)

Jeff Shafer is responsible for global communications at Lenovo, the US$30 billion personal technology company and the world’s second-largest PC...

Jennifer Dominiquini, CMO of Sears/Kmart (Fitness, Sporting Goods and Toys), on measurement, personalised user experience and more

nickjohnson, (May 17, 2013)

A few days ago, I had the opportunity to talk with Jennifer Dominiquini, who is the Chief Marketing Officer of Sears/Kmart Fitness, Sporting Goods...

Q&A with Ginna Sauerwein, Managing Director for FedEx TechConnect

adaptive, (May 14, 2013)

As Managing Director of FedEx TechConnect for the Western Region, Sauerwein oversees eight customer contact centers including reps working remotely from home and over 1,300 employees.