Marketing & Strategy Innovation blog

Pre-sorted, Pre-packaged Pharmaceuticals - This Will Be a Game Changer. An Amazon Purchase Target?

My usual caveat - not sure that this company will succeed - but somebody is going to take this idea and make it fly.

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A New Era for Data

In the Innovator's Solution, Harvard Professor Clayton Christensen argued that, during the early stages of an industry, firms with wholly proprietary products have the advantage. New technology is always glitchy, so engineering the entire architecture is the best way to ensure quality.

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CX Journey™ Musings: Buy-In or Commitment?

Buy-in vs. commitment: is there a difference? And does it matter if there is?

As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same?

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PwC Has Found the Solution to Greece's Problem - Get More Older Workers

I couldn't help but see this headline in the Daily Telegraph: "Older workers could provide £100bn economic boost, says PwC".

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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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