Marketing & Strategy Innovation blog

What Do Your Employees Know About Customer Experience?

What do your employees know about customer experience?

I've been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. 

Continue Reading

Getting To Know You, Getting To Know More About You

The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people noticing, not as in just emerging as you well know). They wanted a series of blog posts that talked to the issues about Analytics that most people were not thinking about – or even considering. 

Continue Reading

The Real Capitalist’s Dilemma

Last spring, the Clayton Christensen, one of the world’s top management thinkers, suggested that, despite being awash in cash, corporations are “failing to invest in innovations that might foster growth.”He considers this trend so insidious and pervasive that he called it the capitalist’s dilemma in Harvard Business Review.

Continue Reading

Brand Experience Brief: Eureka!

Eureka! is a chain of polished casual restaurants that claims to deliver a value driven experience defined as “eatertainment.” Check out this video audit and analysis of the brand experience to see if it delivers on that claim.

Continue Reading

Goal Centred Navigation Works Well - Always Has - Always Will

Econsultancy really liked the newly designed web site from Admiral Insurance. This is what it said: A redesign that notably puts it ahead of other insurance companies in terms of accessibility and user friendliness.

Continue Reading

What Does It Take To Close the Customer Experience Gap?

Is Knowledge / Understanding The Key To Closing The Customer Experience Gap?

A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them are doing ok (not great) and haven’t improved much from the previous year.

Continue Reading

How Power Is Shifting from Corporations to Platforms

It was largely during the 20th century that corporations rose to power.Private enterprises— usually run by a cadre of professional managers rather than by entrepreneurs— came to rival the reach and influence of governments, controlling massive resources that were not bound by traditional borders.

Continue Reading

Measure Twice, Cut Once

I originally wrote today's post for Intradiem. It was published on their blog on October 22, 2014. 

How well do you vet any process improvements or other changes within your organization before you make them?

Continue Reading