Marketing & Strategy Innovation blog

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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Employee Engagement: A Confluence of Passion and Purpose

Why is it so difficult to understand what employee engagement is all about?

I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as apps to track rewards and perks in the workplace, noting that he was writing an article about employee engagement.

It's great that there's an ongoing  spotlight on employee engagement because it's still at an all-time low.

But let's just all say it in unison one last time:

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Designing For Agility. Not Just Speed.

Agility is increasingly moving from being an ad hoc approach used for capturing an emerging opportunity in app development to becoming a core capability in maintaining competitiveness. We are in a continuous and disruptive market environment that can be best characterized as volatile, uncertain, and moving at breakneck speeds of change. To keep up with this, innovation needs to happen in ultra shorter cycles and must scale at the same speed. Long gone are 12-24 months of planning cycles.

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Good and bad news about how older people use their pensions

This report from the Financial Conduct Authority is the most authoritative research I have seen about what older consumers do when they reach the age they can access their pension savings (that is 55 years old in the UK).

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CX Journey™ Musings: Customer Focus - at What Cost?

Customer focus... at what cost?

Are you kidding me?

I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?"

I happened to have just taken a sip of my coffee, and I think it came out of my nose. I cleaned up the coffee and held my breath, in hopes that the presenter would answer the question the way it should be answered. She did.

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CX Journey™ Musings: We Have All the Customers We Could Want!

We have all the customers we could ever want...

... said no business ever!

Oh wait.

Except for Sears.

Wow! What would ever possess a CEO to say that?

It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said:

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So you want to be a professional speaker

Now that I’ve been speaking as a paid professional for several years, a lot of people ask me how to become a speaker.   By no means am I an expert on this topic and there are plenty of people and organizations that provide services and content specifically to help aspiring speakers (see partial list below.)  But I have learned a few things  about how the business works and so I thought I’d share what I know about becoming a professional speaker.

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