[TRAVEL] Two ways travel technology has recently helped me
Technology can make our lives easier and of course harder. There are still plenty of times when technological solutions don’t work or aren’t keeping my specific customer journey in mind. But then there are the times when I’m delightfully surprised and when technology makes a transaction simple or helps me accomplish a goal on a […]
Read MoreSTARTUPS ➡️ Clients are lining up – how to get paid? Check or digitally?
I think of myself as more of a storytelling and growth innovator kind of person as opposed to a numbers person. Though numbers can certainly help us tell better stories and help us tell better stories continuously if we can get paid for it. As a businessman I’m certainly a numbers person when it comes […]
Read More[CUSTOMER RELATIONS] What should we ask customers when they are about to leave us?
We recently decided to discontinue a service with a company we’ve been with for over 20 years. I won’t share who it is and what the exact service is but it was a service that required us to actually go to the physical location and stop the relationship. I’m always interested in seeing how conversations […]
Read MoreHow do we know whether or not a new technology will actually improve our healthcare experience?
The Healthcare Leadership Chat on Tuesdays on Twitter is one of my favorite Twitter chats. On May 23, 2017, the topic covers technology in healthcare. That’s like three important and favorite topics of mine in one: Twitter (social media), technology and also customer/patient experience. I’ll try to participate live – as always – but also wanted […]
Read More#AdobeChat: How to improve your content marketing (Christoph Trappe recap)
On May 17, 2017, I was a guest on #AdobeChat on Twitter to discuss how to improve your content marketing. There were eight questions through the 60-minute chat. If you missed it, here are some of my highlights on how I answered the questions: Q1: What role does content play in creating a better […]
Read MoreWhy fast communication often can beat slow communication [SOCIAL MEDIA]
I respond pretty quickly to all kinds of messages that are coming my way. That includes emails, direct messages on Twitter and those Facebook Messenger messages that come from this website. As you may recall, a few days ago I added the Messenger widget to the site and now, after about 22 seconds, it pops […]
Read More[CUSTOMER SERVICE] How to add a useful Facebook Messenger bot to your website
This article gives you a step-by-step overview how to add your Facebook Messenger bot to your website, link it correctly to your account and set up automatic messages.
Read More[APPS] Why I wish the “general bugs” app updates would just stop
How companies can write better app update documentation.
Read More[TRAVEL STORIES] What’s better? Uber or Lyft? 🚗🚗
A look at my ride-sharing preference: Uber or Lyft
Read More[AGENCY LIFE] Why marketers should take an agency stint
This article looks at how agency stints can help all marketers in their careers.
Read More[PERSONALIZATION] Designing for the masses is not the future
You hear the so-called experts out there who say they test and measure and whatever else the latest buzzword in digital marketing is. Buzzword bingo can be fun, but does it actually helps us create better customer experience? Not always. Talking still needs to be backed up by the right walk! We put this box […]
Read More#Adobesummit blog: Answer this: What’s the business purpose of this innovation?
Disclaimer: Adobe invited me to the Adobe Summit North America 2017. This post was not approved by them. They didn’t even get a preview. It’s my opinion and if you agree it’s yours too. 😂🤔 The Adobe Summit 2017 in Las Vegas knew how to throw a party. The production was fantastic and entertaining when […]
Read MoreHow many brands get human to human marketing wrong and how to fix it
Whether you are in B2B or B2C marketing, it's really all H2H or P2P nowadays. You are trying to reach people afterall. This article discusses how to keep the people in mind.
Read More[FITNESS BLOG] What are the best headphones for the gym?
I work out about five or six times a week and I love listening to music while hitting the gym. Other people have told me they like listening to podcasts and others yet like to work out without any audio entertainment. But if you fall into the first two categories, chances are that you’ll need […]
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Here’s the only way to make sure your social media campaign does not backfire
A social media campaign might “backfire” from time to time and then some of us – usually those people not in charge of running campaigns – second guess and hold up that something negative happened. Usually a “backfiring” social media campaign looks like this: Company invites people to share their stories and experiences with the […]
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How technology companies can use content marketing to stand out and grow business
Technology can be sticky, and once you use a particular technology that mostly works, it can be hard (mentally and practically) to move away from it. A simple example is WordPress, which I use on this blog. It allows me to easily blog from my phone and desktop. I can easily grow my mailing list […]
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How many brands get influencer marketing wrong
Influencer marketing can be highly beneficial for all involved: The brand The influencer The influencer’s audience Related: Influencer marketing defined But it can also backfire and make us look less positive and relevant than was intended. Here’s how influencer marketing often looks unfortunately: A brand out of the blue messages an “influencer” and says: Hi, […]
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Why did my Amazon order arrive in a Walmart box and why I actually am upset about it now
When my wife and I shop together, that typically means that she sends me a link to buy something on Amazon. That was also the case with these pull ups that she wanted me to order for our two-year-old. I ordered them on Amazon and was slightly surprised when a box from Walmart arrived. At […]
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Prediction: A/B testing will disappear as experiences become truly personalized
A/B testing, of course, is a technique that marketers use to optimize their content and websites. It’s a somewhat easy way to figure out what works best: Are more people clicking on the blue box or the orange box? Do more people read this article if I post the picture here or there? A/B testing […]
Read More![[CUSTOMER SERVICE] Customers should never have to repeat their request on the same phone call!](https://i0.wp.com/authenticstorytelling.net/wp-content/uploads/2016/11/american-airlines.png?fit=750%2C337&ssl=1)
[CUSTOMER SERVICE] Customers should never have to repeat their request on the same phone call!
It drives me crazy when I’m calling a company and get transferred and transferred and transferred. “Sorry, somebody else is in charge of that.” Every transfer usually means I have to repeat my request, restate my password, my name, remember where my wife and I met, etc. etc. Come on, people. This is not customer […]
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Even conversations with one-word “sentences” can lead to miscommunication
In case anyone forgot how easy miscommunication actually is, here’s an example. I bought something at a store. “Receipt?” the cashier asked. “Yup.” “Okay, bye. Have a great day.” “Can I get my receipt?” Yup. I guess my yup sounded like a nope? Maybe I do pronounce my yeses in a no kind of way. […]
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Why not to shoot for being the next Uber or Amazon
I hear it all the time: We want to be the next Uber … or Amazon … or somebody else that is successful in a newer niche. But what if it’s not about being the next somebody else? What if we just focus on being a better and more succeful version of ourselves? It’s doable. […]
Read More![[SOCIAL MEDIA] How your competitor’s Twitter account can be a lead generation tool](https://i0.wp.com/authenticstorytelling.net/wp-content/uploads/2016/11/Twitter_Logo_White_On_Blue.png?fit=400%2C400&ssl=1){kind=logo}
[SOCIAL MEDIA] How your competitor’s Twitter account can be a lead generation tool
Content, email and social media is most effective when it hits prospects and readers at exactly the right time. The time is of course when they need to solve a problem and are looking for a solution. That’s when lead generation is most effective. That’s easier said than done and many digital strategy campaigns bank on […]
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Always do this when your website copy tells us how awesome you are!
Much of the copy I read on websites is so laden with self-congratulatory, back patting and superlative-driven that it even puts the perfect social media lives of some people to shame. Everything is oh-so perfect. I’m sure you know what I’m talking about. It’s sentences and phrases like these: We are the best in our field. […]
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How come nobody is sharing my POSITIVE brand story?
October 14, 2016
Change Leadership, Content distribution, Customer service, Media relations, Strategies
Influencer marketing and outreach. Brand ambassador programs. Social media amplification. You name today’s buzz phrase to help us (the brands) get our stories shared. All these tactics actually work. Seriously. But, they can and will backfire when the product stinks. Marketing – whether content, product or traditional – isn’t usually in charge of product development […]
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What industries can benefit from content marketing or authentic storytelling?
It’s always dangerous to throw round absolutes, but I have yet to come up with an industry where content marketing is absolutely not possible or zero percent helpful. Basically authentic storytelling content marketing comes down to these pillars:
Read More![[CUSTOMER SERVICE] Small gestures create great brand stories shared by customers](https://i1.wp.com/authenticstorytelling.net/wp-content/uploads/2016/10/IMG_6612.jpg?fit=750%2C422&ssl=1)
[CUSTOMER SERVICE] Small gestures create great brand stories shared by customers
I really dislike travel late at night, which is why I usually try to fly during the day or early morning and then get to where I am at a reasonable hour. I need my beauty sleep. LOL. But sometimes there’s just no way around flying into somewhere late and that was the case when […]
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How to use content marketing to retain current customers
I hear lots of talk about how content marketing is great to acquire new customers for businesses or patients in healthcare. But one thing that is easily (and often) forgotten is that content marketing can also help us retain current customers. Some experts and thought leaders out there even compare content marketing to dating. We […]
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Why thought partnership is the next level of thought leadership
So many out there want to be experts, gurus or thought leaders. Some of the thought leaders out there are even worth following and listening to. They have good ideas. Some are entertaining. And some have no clue what they are talking about. I personally follow thought leaders and see the value in people branding […]
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Banking websites – sometimes saying the obvious is user-centric
I needed to get some checks deposited and needed to find out how long the bank was open that day – a Saturday. The bank’s website had all the information and it was easy to find. The hours and location page also mentioned this: Online branch – Always open Well, duh, I thought, of course […]
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How incorrect information on your website can lose you customers
It’s a long weekend in the United States with Independence Day on a Monday in 2016. With that some businesses have adjusted their hours this weekend to allow employees to spend a bit more time away from work. Good for them, but it’s still important to let customers know about that change. Here’s how my […]
Read MoreJune 26 – Free upcoming webinar
Click on the image for more and to register:
My Authentic Storytelling Book
"Get Real: Telling Authentic Stories for Long-term Success" discusses why you, your organization and anyone really should consider sharing authentic stories with each other ... READ MORE
My customer service book
Confirmed talks
Berlin, Germany
June 29, 2017
Raleigh, NC
Aug. 22, 2017
Annual conference
Reno, NV
Oct. 8-9. 2017
Austin, Texas
Oct. 23-25, 2017
Speaking feedback
Top 10 Content Marketer
on Klout 2016
Quotes
Christoph
June 17, 2017
Customer service, Technology, Travel