Marketing & Strategy Innovation blog

Shopping as Self Expression

Shopping has become a means of self expression.  As the retail industry continues to fragment and retail brands continue to proliferate, people now make statements to others — and to themselves — by where, when, and how they choose to shop.  I was surprised to discover, though, that the shopping-as-self-expression phenomenon originated back in the late 19th century.

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The First Era After Time

We are living through the first era after time.

History has been defined in large part by the interaction of people, places, and ideas that were previously isolated. Wars were fought between countries filled with people who’d not only never traveled beyond their own national borders, but had limited to no awareness of those places (other than what their leaders told them).

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6 Bonus Myths of Journey Mapping

Get the journey mapping process right, and you'll reap the rewards for a long time to come!

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.

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5 Myths of Journey Mapping

Journey maps are a catalyst for change. But only when done right!

You've heard me say that before, and it's the truth.

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Strategic Agility: What Exactly Does It Mean?

There have been a number of books and whitepapers published about strategic agility, but most of them are purely theoretical or too narrowly focused on things like software development methods. Rarely do people adequately address what strategic agility really means and how it can be made possible.

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10 Questions to Assess Your Brand

Are you building your brand the way great brands do?  Today I’m introducing a series of 10 one-minute videos, each covering a question that you can use to assess whether or not you are getting the full value out of your brand.  Below is the first question, which is about the gap between your brand promise and what you actually deliver.  For the next 9 days, I will release another video with another question.  In a total of just 10 minutes, you will get 10 questions to assess your brand.

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Act on What Your Customers Tell You!

Are you acting on what your customers are telling you?

Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear.

There are a few reasons behind that, including but not limited to: a lack of actionable data, analysis paralysis, and not knowing what to do next or how to execute.

In the presence of actionable data, though, the next step (after analysis and answers) is to take action.

How do we rally the troops around the insights and get them to take and own the action?

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3 Secrets to #VoC Success

Do you know the top three secrets of VoC success?

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer.

And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November.

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Storytelling Isn’t Enough

Now that marketers in practically every sector prioritize content marketing, storytelling is heralded as a brand’s most effective approach to developing content.  It makes sense — people are emotional beings, so we respond to stories because they engage us on an emotional level.  And, as Nicholas Ind and Oriol Iglesias write in Brand Desire, “Brands and storytelling come out of the same building blocks:  meaning and emotions.”  But take a closer look at what storytellin

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The Journey to a Great Customer Service Experience

I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017.

Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers. If that's not an area of focus for you, it certainly ought to be!

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