Why Everything You Thought About Mobile Might be Wrong

Today marks my 13th anniversary writing for ClickZ. I have seen change happen more slowly than I believed possible and more rapidly than I could notice in this evolving digital marketing space. So, is 2014 the year of mobile? Do you remember every … [Continue reading]

Great Metrics Lie About Social Media

A Bain survey recently shared that 80 percent of company executives believed they delivered a “superior experience” to their customers. But when Bain asked the executive's same customers about their own perceptions, only 8 percent of customers felt … [Continue reading]

Please Don’t Stereotype Your Personas

In my last column, I promised to show you how to take these lists of personality mapping attributes and turn them from your typical persona stereotype (soccer mom, techno geek) into characters that ensure deep understanding and empathy. Many of the … [Continue reading]

Personas: The Magic behind the Mirror

Did you know most persona efforts fail as soon as the personas are completed? Teams create their personas, design slick posters to put on the walls, and say "these are our personas!" Creating personas is really just the beginning. A persona is not a … [Continue reading]