Marketing & Strategy Innovation blog

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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The Customer Speaks: Customer-Centricity Through the Eyes of the Customer

I hear you.

I hear you say that you (as an organisation) are customer friendly.

I hear you say that you (as an organisation) have a strong customer orientation.

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CX Journey™ Musings: Customer Memory

Do your customers have customer memory?

What is customer memory? If you lift weights like I do, you might be familiar with the phrase muscle memory. It's defined on Wikipedia as...

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Recommended Business Books — And Book Giveaway

Ah, summer! Great time to catch up on some reading and learn how to build a brand, do better marketing, run a business, improve yourself, lead effectively, and think differently. Here are nearly 30 recommended business books that I’ve written up and talked with the authors about in my Brand Book Bites. All of the books are worth checking out, but I’ve featured one in each category in case you want a short list.

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