Marketing & Strategy Innovation blog

Silos Are For Farmers!

I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017.

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8 Must-Read Posts to Start Your CX Strategy on the Right Foot

Does your company place top priority on culture and employees?

I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience. And yet... they don't.

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The Importance of Communication to the Omnichannel Experience

Today I'm pleased to share a guest post by Ford Blakely, founder and CEO of Zingle.

According to Google, 98% of Americans switch between devices in the same day.

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Do we know what we want?

Often , when we are asked to make a decision or to choose between two things, we tend to trust our gut, which has some unconscious drawbacks.
As logical human beings, we think we know what we want, but, can we really trust ourselves? Unfortunately, the answer is no.
Trendhim, a men accessories brand, curious to discover the differences between what people say and what they actually do, went a step further and carried out a neuromarketing challenge using a EEG scanner.

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2018 Will Be the Year of Employee Experience

Now that according to Gartner more than 90% of businesses compete primarily on the basis of customer experience (CX), it’s no longer enough to make CX a corporate priority.  The next competitive frontier is employee experience (EX) and the signs indicate so strongly that EX will become the next priority for organizations that I’m calling 2018 The Year of Employee Experience.

What Is Employee Experience?

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Trends in 2018: Brand Populism

Two recent research papers suggest that companies need to address social welfare as a matter of business practice, not just good works or marketing strategy.

BCG’s Total Societal Impact details the ways companies are being pushed to take responsibility for issues that affect their stakeholders, but aren’t a direct outcome of their product or service offerings. Environment, health, gender and political freedom are some of the key areas in which buyers want to see action from sellers, in ways that go beyond philanthropy or marketing tie-ins.

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5 Fails to Avoid with Your VoC Program

I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.

Not seeing the results or improvements you expected to see from your customer listening efforts?

Why is that? What's going on?

I've been known to cite two reasons for VoC program ineffectiveness:

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Additive manufacturing and the future of business

This is part of my manuscript for a session with Keen Bull on how additive manufacturing will impact the world, at this years DIF-festival.

What we find is that with some superior technological advancements, and additive manufacturing being one of them, the models and practices sustaining a competitive advantage in a given era starts failing.

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Using Communication To Make Your Brand Unforgettable in 2018

Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive.

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

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Technology Isn’t Better

It might be time to debate our ongoing outsourcing to tech many of life’s activities that once required our active participation, or engagement with others.

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