Marketing & Strategy Innovation blog

I Kinda Like The New Best Buy Ad

I kinda like Best Buy’s new ad campaign focused on its employees as problem solvers. I wish they’d gone further.
 
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Does Your Culture Support Your Brand Aspiration?

Early results from the Brand-Culture Fusion Assessment show that the workplace culture at many organizations isn’t aligned with their desired brand identities.  In other words, many companies aspire to be perceived a certain way, but the way they operate doesn’t support that aspiration.

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Starbucks Isn’t The Only Brand With Nonpaying Customers

Recent events in Philadelphia revealed that Starbucks needs to address issues of racial bias in its stores. It also showed that it doesn’t have a clear company policy on handling visitors who haven’t bought something, called nonpaying customers.

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From Journey Map to Experience

Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified.
 
Customers are yearning for better experiences. But what are you doing to design a better experience?
 
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CX Journey™ Musings: A Trojan Mouse and Your #CX Strategy

Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience?

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Brand and Culture Are Misaligned at Most Companies

In my new book FUSION: How Integrating Brand and Culture Powers the World’s Greatest Companies, I explain that brand-culture fusion — the full integration and alignment of external brand identity and internal organizational culture — explains the success of the world’s greatest companies including the ones we’ve admired for years such as Southwest Airlines and Starbucks as well as the ones that have broken through more recently including Amazon and Airbnb.  But initial results from the
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Do Leaders Really Care About Their Employees?

Does your CEO - and your entire leadership team - really care about their employees? 
 
I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
 
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Traditional Design Thinking vs. Digital Design Thinking

Design Thinking needs a digital upgrade / extension to be more productive and helpful in an environment where organizations are facing digital challenges.
 
Digital Design Thinking tries to take the best of Design Thinking — its customer and experience mindset — and employ this in a digital environment — at scale. Creating several new benefits to the Design Thinking methodology.
 
There are a number of advantages to Digital Design Thinking over traditional Design Thinking in the right types fo projects:
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How Do You Measure #CX Success?

How do you measure success of your customer experience initiatives?
 
For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
 
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