Marketing & Strategy Innovation blog

What's Your #CX Strategy?

What is a customer experience strategy? Have you laid the groundwork for a successful execution?

Let's start by defining "customer experience strategy."

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Effective Feedback: The Little Known Secret to Pixar’s Creative Success

With 15 Academy Awards and an average worldwide gross of over $600 million per film, Pixar might just be the most successful creative enterprise ever—and one of the most profitable. Out of the 14 features the firm has produced, all but one have made the list of top 50 highest grossing animated movies.

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How a third part service can ruin your customers’ satisfaction

As customers of the modern world we are used to the online shopping. It is an easy way to get what we want – easy, fast and even cheaper. But that don’t mean that we are not choosey and that we can be easily satisfied.

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Brand Experience Brief: Samplinglab

Here’s my newest Brand Experience Brief, a video audit and analysis of a new or interesting retail or restaurant concept — and this store certainly is interesting. 

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Aligning the Organization Around the Customer with Customer Rooms

Is your entire company - executives and employees alike - aligned with and around the customer? 

Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this?

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Sales Intuition: How to Use It and Improve It

Years ago, I read about the sales strategies employed by a remarkably successful car salesperson.

One of them was to never pre-judge customers

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An Unconventional Take on Customer-Centric Business

Some folks are generous. Some of these generous folks think of me as thought leader in the Customer space. As a result when other folks are doing research in customer-centricity, customer strategy, customer experience they are told to reach out and ask me questions. Such questioning took place recently on the subject matter of customer-centricity.

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When the Going Gets Tough...

When the going gets tough, does your company give up? Or does it get going?

You're a customer experience professional, right? Even if you're not, I think you'll appreciate this story/post.

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Good Disruption / Bad Disruption

The idea of disruption excites some people and terrifies others. Consider the recent case of The New Republic, in which a new, disruptive CEO came in and vowed to “break shit.” The company’s top journalists balked, the brand was sullied and the business still struggles. And all for what?

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