Marketing & Strategy Innovation blog

How a total value proposition sets the stage for true customer-centricity

Cindy Barnes passion for genuine customer-centricity in business has made her a great business innovator and strategist. She is now leading Futurecurve after a prolific career in engineering and as Practice Leader at CapGemini. We are honoured to publish her guest post in our blog, dedicated to the “total value proposition” as the best way to create real customer-centricity. It's another great perspective we can give to businesses on how to become more customer centric - and more profitable.” – Stefan Kolle, co-founder of FutureLab.

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What Motivates Employees?

What motivates you to go to work every morning?

What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work hard for them every day?

What motivates your staff? Do you even know? Have they ever shared with you what their motivators are? Have you ever asked them?

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Knowledge Summary: The Next Decade in Digital Transformation

A knowledge summary is a semi-long to a long post that synthesizes positions, concepts, and lessons learned around a topic.  They consist of a mix of primary research with ideas and frameworks I built based on conversations and working sessions.

This knowledge summary will focus on concepts you have to know to embrace digital transformation in the next decade.

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AI Is Causing Structural Changes In Industry Structures. This Is A 10 Year Race. Are You Ready?

We are experiencing the biggest disruption in business history since the introduction of computing and the internet. AI is broadly defined as machines that can perform tasks that normally require human intelligence, such as visual perception, speech recognition, and complex decision-making. This definition, however, is not yet complete; the term will further evolve as we push the boundaries of cognitive computing and consultants race to invent new buzzwords.

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Take Action on Your Customer Data!

Are you taking action on your customer data?

I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. I've witnessed it for far too long.

I've written about this topic a few times in the last several months:

The Definition of #CX Insanity

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Purposeful Leadership

In today’s cluttered, uber-competitive, over-retailed, choice-overload world, your brand must have an clear, meaningful reason for being.  You need to play an invaluable, irreplaceable role in people’s lives.  Hope you enjoy is a collection of my resources on brand purpose and purposeful leadership.

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Customer Surveys Are as Important as Ever!

I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications.

Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ.

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Stop Thinking Killer App, Think Killer Experience

Since hopping back into the VR/AR space, I've been having many conversations with people about what's needed to make VR/AR the success it should be. With the announcements at Facebook F8, there's a lot of enthusiasm for AR right now and there's no doubt as I say quite often, that we will live in an AR world in the near future.

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Why People Leave Managers

Do people leave managers or do they leave companies?

My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins. I found three separate items that I wanted to share with you, all quite interesting, some with overlap.

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Why is providing the customer a good 'experience' so difficult? McKinsey offers it thoughts - so do I

It took me a long time to realise that much of the work I do is about 'improving the customer experience'. My focus is on older customers, but whatever I recommend to clients cannot be at the expense of younger people. In most instances, if you improve the customer experience for older customers, it benefits all ages.

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