Marketing & Strategy Innovation blog

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?

Continue Reading

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.

Continue Reading

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.”

Continue Reading

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).

Continue Reading

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.

Continue Reading

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.

Continue Reading

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”.

Continue Reading

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.

Continue Reading

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...

Continue Reading