Marketing & Strategy Innovation blog

Customer Relationships and Moments That Matter

Are you challenged at developing lasting relationships with your customers?

I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.

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Want to Make a Success of Your CRM/CX/Digital Initiative? Listen to Montaigne

I’ve read many times that something like 70% of CRM initiatives fail to deliver the goods?  What about CX. marketing automation, and digital transformation initiatives? I don’t remember reading any statistics on the success / failure of these. Yet, I have been involved in these areas. My experience is that the process tends to be painful, and failure is more likely than success.

What Accounts For The Dominance Of Failure?

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Do You Employ Actionability Thinking in Survey Design?

Today's post is a slightly-updated version of one I originally published on Compellon's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience.

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An Ambitious First 90 Days for a #CXO

What do the first 90 days on the job look for a brand new CXO or VP of CX?

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On Cultivating Meaningful Connections With Customers or Why Technology Is The Path To The Dark Side

What does it take to build a connection between you and your customer?  Forget the talk, look at what businesses are actually doing.  What are they doing?  On what are the folks spending money and effort?

Are they not investing big sums of money on technology?  The answer, as lived, is that the way to build connection with your customers is through technology: marketing platforms, salesforce automation systems, customer service systems, CRM systems, e-commerce engines,  web content management systems, knowledge bases, chat functionality, CTI, mobile apps…..

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When Should a Brand Take a Stand? When It's Values are Clearly Defined.

Whether SNL knows it or not—they have just nailed the kinds of meetings marketing executives on both the brand and agency side will be having for the months if not years to come. While one team pitches "Cheeto executives" the same idea over and over again involving political hot topics—the other team in futility keeps trying to bring the brand back to more basic truths. People eat Cheetos because it's fun and they taste good.

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Employee brand engagement

If you are like most business leaders around the world, you probably want to improve your employee engagement — for good reason.

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The Action-Reaction Cycle: Consumer Activism Ignites Brand Response

The Action-Reaction Cycle

We're entering a new era of consumer activism as a result of societal divisions, a lack of distrust in once trusted institutions such as media and the mainstreaming of peer to peer information sharing enabled through social media. But how far should brands go to take a stance?

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The Five Phases of Decision-Making - Part 2

How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease?

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