Marketing & Strategy Innovation blog

The Physics of Disruption

Jeremy England, a rising star in the world of physics, has made quite a stir with his ideas about the meaning of life. In a nutshell, England argues that while disorder in the universe tends to increase over time, living things harness energy around them to create order from randomness.

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CX Journey™ Musings: Skill Trumps Passion (or Does It?)

When making career decisions, are you a believer in the "follow your passion" mantra or are you on team "be so good they can't ignore you?"

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How Well Does the Behaviour of Customers Conform to Customer Experience Dogma?

CX Dogma: In Today’s World The Customer Experience Is Critical

What do the CX gurus say? Do they not proclaim the critical importance of Customer Experience? Do they not assert that in the age of social media Customer Experience is everything? Do they not say that those organisations that do not pay attention to the Customer Experience will go out of business?

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How To Use Positive Framing to Persuade and Sell

You may not sell to chimps and bonobos, but a fascinating new experiment shows that our human preference for the positive is an evolved trait and deeply rooted in our psyche.

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4 Things You Should Know About Networked Organizations

In 1904, the great sociologist Max Weber visited the United States. As Moises Naim describes in The End of Power, travelling around the vast country for three months, he believed that it represented “the last time in the long-lasting history of mankind that so favourable conditions for a free and grand development will exist.”

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The Why (And Why Not) of Customer Journey Mapping

If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM).

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Brand Experience Brief: Warby Parker

Warby Parker is one of the several e-commerce brands, including Bonobos and Birchbox, that have ventured into the physical store space. Check out this Brand Experience Brief video to learn what works and what doesn’t in Warby Parker’s store in New York City’s SOHO, and why it matters.

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CX Journey™ Musings: Who Are Your Employees Playing For?

Employee passion drives results.

That's the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.

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The Most Important Skill All Design Thinkers Must Have

It is the ability to identify patterns of insights and “connect the dots” in a meaningful way.

Bruce Nussbaum, in a blog post: 3 Paths Toward A More Creative Life, calls it “Pattern Sight”.

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