Marketing & Strategy Innovation blog

Gen Z - Experience Over Things

This is a special guest post, written by my daughter, Sydney (16)

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Expectations: The Mother of All Frustrations

Expectation = frustration?

I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration.

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Why women should lead customer experience

Customer experience futurist, author, and speaker Blake Morgan and I recently bonded over common views on women and customer experience.  (Our conversation is a part of Blake’s terrific Modern Customer podcast – check it out here.)  We ended up concluding that women are uniquely positioned to lead customer experience.

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Amazon Didn't Kill Your Store, You Did

Today my wife and I went to the local Home Depot to look for ideas for the walls in the small hallway where we keep the foster puppies. We were looking at some vinyl and porcelain options, trying to decide what would look good, but also be durable for the constant flow of puppies that come through our house, I believe 55 or so to date.

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Don't Be a #CX Loser!

Is your company a CX Loser or a CX Winner?

If you answered "CX Loser," I know it's tough to stand up and admit that. It's a difficult thing to acknowledge, especially when many simply don't think they are CX Losers. But they are!

And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX.

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Do You and Your Customers Speak the Same Language?

I originally wrote today's post for Clicktools. It appeared on their blog on November 28, 2016.

Do you train your employees to talk to customers in company language or in customer language?

Did you realize that your company has a language? Or that your industry has a jargon? And that those  often (most of the time) differ from your customers' language? When the two collide, this becomes a customer experience nightmare.

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How to identify key brand differentiators for your brand strategy

By now, it should be obvious how important it is to clearly differentiate your brand. But I still get questions about how to identify key brand differentiators — or how to prioritize them, clarify them, or use them in brand strategy development.

So I’ve produced an excerpt from a recent webinar I gave in which I took participants through developing their strategic brand platforms.  Take a look to learn:

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9 different types of brands

Here’s a hypothesis:  There are essentially nine different types of brands and you can jumpstart the development of your brand strategy by identifying the one that’s right for you.

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