Marketing & Strategy Innovation blog

Calling Forth The Best From Folks Working For You

“I like coming here!”  was confessed with a smile. The speaker?  A highly skilled professional who is undertaking a major refurbishment project for me in my home.

It hit me that this is the fundamental ask. Every professional including those who deal directly with customer and shape the customer experience is looking to feel-think “I like coming here!”

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CX Journey™ Musings: No Budget for #CX Improvements

No customer experience budget?

I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection.

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The Three Levels of Leadership

I have been mentoring leaders for decades, from the very young high potentials to far more seasoned individuals. Regardless of age or experience, there are always certain questions that are top of mind in my approach, like whether they are trainable or have the courage to be a leader and not only a manager. Being a manager is relatively easy; being a leader is hard. It means that you cannot please everybody. It means you have to balance between different interests. It means you have to stand up against the forces that could make your organization mediocre.

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The Definition of #CX Insanity

Know the definition of customer experience insanity?

It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different result.

Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity. And this is a very real thing.

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How great brands rebound: Ford’s remarkable turnaround was driven by the brand as business management approach

The story of how the venerable Ford Motor Company managed to recover from the Great Recession of 2008 may be one of the greatest corporate turnarounds in U.S. history.  And it demonstrates how great brands rebound from turbulent times.  Not only did Ford recover, but it ended up thriving and achieving heights once thought impossible for an American carmaker.

A Different Way of Thinking About Brand

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What’s The Impact of a Shitty Employee Experience on the Customer Experience?

Can you deliver a good-to-great customer experience without paying attention to the employee experience?  If you forget theory and look at the practice in large organisations you might just see that the answer is a resounding “Yes!”  There is so much talk about the customer experience and in the process a lot of extra work is put on to the shoulders of the employees. There is almost zero attention to the employee experience. Almost nobody that matters grapple seriously with improving the lives/experience of the employees who face the customers.

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The Impact of a Customer-Centric Culture Transformation

How do you know if the work you're doing to transform your company's culture is effective and is making an impact?

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

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3 Things You Should Know About Relevance

Brands need to be “relevant” these days, though there’s never been a time when communications succeeded any other way.

But, like ideas about authenticity and engagement, it has many marketers running around as if they’ve discovered some magic elixir that requires the invention of new ideas, platforms, and measurement.

Er, no.

Merriam-Webster defines relevance (noun) as a relation to the matter at hand, and something that is practical and especially socially applicable.

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Customer Relationships and Moments That Matter

Are you challenged at developing lasting relationships with your customers?

I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.

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Want to Make a Success of Your CRM/CX/Digital Initiative? Listen to Montaigne

I’ve read many times that something like 70% of CRM initiatives fail to deliver the goods?  What about CX. marketing automation, and digital transformation initiatives? I don’t remember reading any statistics on the success / failure of these. Yet, I have been involved in these areas. My experience is that the process tends to be painful, and failure is more likely than success.

What Accounts For The Dominance Of Failure?

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