Marketing & Strategy Innovation blog

How To Think Productively About Customer Experience?

A little while back Bob Thompson asked this question on the CustomerThink.com site. Thereafter, this question called forth 60 or so comments from a range of folks including Customer Experience gurus, thought leaders, experts, practitioners etc. I found this conversational thread interesting. 

Continue Reading

Design Leadership Is More than Simplicity. It Is About Design Discipline.

El·e·gant, an adjective and define or characterized by or exhibiting refined, tasteful beauty of manner, form, or style. Marc Jacob? Chanel? Jil Sander? Hermes? All are unquestionably elegant by design in the fashion world. How about smartphones or interfaces? Can they be elegant? 

Continue Reading

Millennials Look for Experiences over Possessions - So Do Their Parents

I had to laugh when Marketing magazine had a headline "Millennials look for experiences over possessions." I thought that I had read something like that before and then remembered a blog posting back in 2008 that said something very similar only this time it was about Boomers.

Continue Reading

Stakeholder Engagement for #CX Success

Today's post is a modified version of a post I originally wrote for Confirmit in April 2013. 

What is a stakeholder? And why should I engage with or interview one?

Continue Reading

Brand Book Bites from the Birth of a Brand

Here’s my newest “brand book bite” — check out the full collection of write-ups and author interviews here.

The book: The Birth of a Brand:  Launching Your Entrepreneurial Passion and Soul (Beyond Words Publishing), a business memoir about the world-renowned UGG brand of sheepskin boots from Australia

Continue Reading

Valentine Is Over ... I Want a Divorce

Dear CMO,

Last weekend was Valentine. Together with many others, my wife and I celebrated the love that has come to define the 25 years that we’ve been together. But as we did, I also started thinking about that “other” relationship you tell me I should have. The relationship with your company. Your brand.

Continue Reading

Customer Service: The Forgotten Marketing Channel

Guest Post by Salesforce Canada 

Considering more than half of consumers would pay more for a better customer experience and that it takes 12 positive customer experiences to make up for one negative one, quick, effective service should be top of mind for any business. 

Continue Reading

Do It Yourself Healthcare Will Be a Big Business

The 'worried well' older person who wants to get more control of their own health will be a rich vein of business for companies that can craft the right offer and message.

In the past I have blogged about the difficulty for digital health startups trying to engage the big healthcare players. The obvious alternative strategy is to sell direct to the consumer/patient.

Continue Reading

Radio Shack Should've Gone DIY

So, it looks like Radio Shack filed for bankruptcy, which had been expected for some time now. It's a shame to see a company that's been around for so long close after almost 100 years, but they sadly brought it on themselves.

Continue Reading

Everybody Is Looking for the Secret to Success. Unfortunately, Many Chase Unicorns Instead.

Peter Thiel loves secrets. In his book, Zero to One, he makes a fervent case that unless you firmly believe that there are still things to discover, you will never achieve much. The most you will be able to accomplish is a small tweak on conventional wisdom and that’s no way to create value.

Continue Reading