The Mini Cooper - intelligent design, iconic style and unparalleled motoring thrills. On my way home from work one night I noticed a fellow mini driver with the license plate: WYSIWYG. Either that person works in the CMS world or well what you see is what you get.But don't you remember those days, when the term WYSIWYG was commonly used and when web content management used to be all about the editor, separation of content from presentation, metadata, taxonomy, and workflow? Now it's all about customer experience management, web engagement, and channel optimization.But there's an important

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 Let's start focusing on our customers. A lot of times we as marketers tend to concentrate solely on the prospect. But creating highly satisfied customers will often give you repeat business (greater sales) and customer advocacy, which will then transfer to new prospects. Positive WOM aka Word of Mouth is always great for your brand."Never before have companies had such powerful technologies for interacting directly with customers, collecting and mining information about them, and tailoring their offerings accordingly. And never before have customers expected to interact so deeply

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CXM for Customer Experience Management. You hear this phrase all the time in the WCM industry (or even Web Experience, Web Engagement, Digital Experience, etc.) But what exactly is it? Tony White, CEO & Founder of Ars Logica puts it simply: "It takes Web Content Management and adds quite a few pieces to it."I like Tony's point of view. Combining WCM with sales and marketing technologies such as web analytics, customer relationship management, marketing automation, search, testing and optimization, as well as personalization and targeting enable an organization to manage the full

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I handed in my last book report two years ago at The George Washington University in the class Change and Organizations. The Fifth Discipline was the reading. “Yes, last book report in my life!” I thought to myself.Wrong. Instead, my boss Tom Wentworth decides to further my education by assigning me The Next Evolution of Marketing: Connect with Your Customers by Marketing with Meaning. “And you thought book reports were only for college,” he said with a grin.Well, considering this was “homework,” I couldn’t read the insightful book at work – done on my spare time…weekends, week nights…sounds

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Last Thursday, I attended Fast Company Innovation Uncensored 2011 in NYC. In summary…well…I’ll borrow from the event’s tagline…Applied Creativity, Practical Advice, and Inspiration.It was definitely inspiring. Fast Company did a great job in gathering leaders and visionaries to talk to us, the audience, about what they’ve done and what they’re doing so that we can go back to our own companies and organizations and be better innovators who dare to make a difference. Let me give you a glimpse of our day:Morgan Spurlock comes in (you know…the guy who created Super Size Me – geez, that totally

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