Marketing & Strategy Innovation blog

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:

Continue Reading

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.

Continue Reading

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).

Continue Reading

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.

Continue Reading

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:

Continue Reading

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.

Continue Reading

Sustainability Is A Business Metric

A recent study by Merrill Lynch found that “good companies can make good stocks,” though not as a stand-alone metric. It’s a good start.

Continue Reading

Don't Underestimate the Power of a CX Vision

Do you have a customer experience vision?

One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't?

Continue Reading

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016.

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does.

Continue Reading