Marketing & Strategy Innovation blog

CX Journey™ Musings: Culture is More Than Hiring the Right People

Don't believe everything you read or hear on the Internet.

Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate.

It's a fact.

Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying. With that authority or expertise comes a lot of responsibility - a responsibility to not mislead your audience!

Case in point.

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Focusing on Doing More of the Good Things

What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way?

Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation."

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How Do We Ensure Employees are Happy and Engaged?

I originally wrote today's post for HappyOrNot. It appeared on their blog on October 18, 2017.

Without employees, you have no  customer experience.

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Fuse Customer Experience and Employee Experience to Drive Your Growth

If you want to know which comes first,  employees or customers, Donna Morris will answer “both.”  As the EVP of Customer and Employee Experience at Adobe Systems, Morris spearheads efforts to attract, engage, and develop employees and customers.  Moreover, these efforts are well-integrated and aligned.  In a recent interview, Morris outlined for me some of the primary ways she fuses together customer experience (CX) and employee experience (

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New report from Bain : The Collision of Demographics, Automation and Inequality

Warning. This report from Bain is not something to embark upon if you only have a couple of mins. It is long and detailed and it makes you think. Those words aren't code for saying it is boring. It is anything but that. It is terrifying.

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The Brand as Experience

It's sometimes fun to look back at pieces I wrote some time ago and see what came true and what didn't. I think that this was originally written in 2006 and what's interesting is that some of these predictions happened, went away and have come back again. For example, Second Life was very popular at the time, but hasn't been as popular for a few years. However, they are now getting ready to launch a whole new experience Project Sansar.

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A Culture of Excuses

Is your company culture best described as a culture of excuses?

If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK?

And then consider making "no excuses" one of your core values. Seriously.

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12 Principles of Successful #CEM Change Management

Change. It's inevitable.

And it's hard. Many - as high as 70% of - change initiatives fail.

But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this! And I'll help with a few tips.

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What Are Core Values and How Should You Develop Them

Leaders of great organizations have tremendous clarity about the brand identity they aspire to embody and about how to cultivate an organizational culture that enables them to achieve it.

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