strategy

Linking CX Strategy to Corporate Strategy & Brand Values

How do you link your customer experience strategy with your corporate strategy?

As many of you know, earlier this week we celebrated the second annual CX Day, a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience.

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How Your Mission Drives Your Strategy

Southwest Airlines is an unusual company. In an industry notorious for losing money, it has achieved over forty consecutive years of profitability. No one else comes close to matching that record. It makes you wonder why everybody doesn’t just copy their model.

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Is Disruption Dead?

In 1997, a little known Harvard professor named Clayton Christensen published a surprise bestseller called The Innovator’s Dilemma, where he coined the term disruptive technology, which later evolved into disruptive innovation and became a mantra for the digital age.

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Strategy in a Networked World

Legendary strategists have long been compared to master chess players, who know the positions and capabilities of each piece on the board and are capable of thinking several moves ahead. Historically, that’s been a smart way to run businesses too.

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The New Role of Leaders

When Alfred Sloan created the modern corporation at General Motors, he based it on the military. The company was split into divisions, each with its own leadership. Information flowed up, orders went down and your rank determined your responsibility.

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How To Make Your Digital Business Succeed

Peter Drucker once famously said that a business has only two functions: marketing and innovation. What he meant was that successful businesses create great products and sell them effectively. Everything else is secondary.

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Customer Strategy

There are strategies for sales, communication, marketing, media, online, business, mobile, retail… almost anything, with the exception of those the strategies in the end are for; the customers.

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Where Are You Looking for Your Next Big Idea?

Great brands ignore trends” is one of the principles in my new book, What Great Brands Do, that has consistently been coming up in the interviews I’ve been doing about the book. It’s just so counter-intuitive. In fact, just last Friday, Jim Blasingame of The Small Business Advocate show, asked me about it in his radio broadcast that is nationally syndicated by The Small Business Network. (Listen to a part of our conversation here.)

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CEM Toolbox: Defining Your Customer Experience

I originally wrote today's post for Delight's blog on May 9, 2013.

In my previous post, I talked about the tools that you’ll need to facilitate the first step of your VOC strategy, Setting the Stage.

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Is Your Store Ready for Tomorrow's Customer? (Slideshare)

By now you probably got the memo that the population in Europe is growing older. That the opening of borders is causing people to migrate. That consumers are using the internet and their mobile phones to make sure they get the best deal possible.

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