Marketing & Strategy Innovation blog

The 8 Behaviours of a Customer-Centric Leader

In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business.

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4 Innovation Lessons from the History of Warfare

What do the Hydrogen bomb, the Minuteman missile and precision guided weapons all have in common? They all provided crucial financing for technology that we now carry around in our pockets. It is a curious fact of modern society that civilian life, in large part, is powered by the technology of war.

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The Employee Journey to a Better Customer Experience

How does ensuring your employees have a great experience translate into better service for your customers? 

Last week, I had the pleasure of co-presenting on a webinar with Kyle Antcliff of Intradiem. We talked about...

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Is Your Customer Experience Future-Proof?

If you work in customer strategy, sales, service or marketing, there is a high probability that you stay up to date on the latest developments in your field of expertise. You read articles like this. You visit conferences. You talk to colleagues in other companies to exchanges hints, tips and practices. 

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Five Deadly Mistakes of Organization Transformation That Leaders Must Avoid

So you are ready to transform your organization? You want your organization to leapfrog the industry? You want to deliver above industry average growth? And do you know what are the most common mistakes that leaders and even very smart and experienced leaders make? The most common one is sticking with the usual way, the easy way and the proven way.

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What’s the Difference Between UX and CX at an Experiential Level?

Is there a difference between UX and CX? Yes. What is the difference between UX and CX Allow me to answer this question by sharing my experience in dealing with a web hosting company.

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Do Your People "Get" Your Customer Experience Strategy?

What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In fact it was so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.

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Why Big Organizations Are Broken

Charles Erwin Wilson, Eisenhower’s Secretary of Defense is credited with the quote, “What’s good for General Motors is good for the country.” In fact, what he said was actually the inverse (that what was good for the country was good for GM), but no matter, both statements had an element of truth.

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Brand Experience Brief: Sport Chalet

Welcome to my newest Brand Experience Brief, a video audit and analysis of a new or interesting retail or restaurant concept. Today you can take a look at Sport Chalet flagship store located in the Fig@7th shopping centre in downtown Los Angeles, CA. 

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