Marketing & Strategy Innovation blog

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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Why #CX Transformations Fail

Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?

You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved.

What's the reason for that?

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) with little to no return.

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Buyer Beware: 5 Ways Climate Change Is Already Transforming Home Buying Decisions

The value of global real estate is enormous, topping $217 trillion–of which 75% is residential homes and property. Given this scale, it is hard to overstate the importance of real estate to people’s personal fortunes. For many, it is their largest single investment.

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Put People Before Profits

Does your company put profits before people?

I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. Clearly the blame is that the people focus has derailed them from business development and closing deals; there can be no other reason for this (she said with all the sarcasm in the world).

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Four Questions You Have About Customer Experience (and answers)

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience.

It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.

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They’re Still Prettier Than Us

CVS is going to make sure the products it sells aren’t promoted with images that have been “materially” altered. It’s a great start.

The announcement earlier this month read, in part: “We want our beauty aisle to be a place where our customers can always come to feel good, while representing and celebrating the authenticity and diversity of the communities we serve.”

CVS is going to put a logo on products it deems authentic.

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Herb Schmertz Invented Modern PR

Herb Schmertz, who passed away last week, did amazing work that made him my idol when I started in the business. Little did I know that he was inventing the future of PR, too.

At least three of Schmertz’s innovations are now mainstays of business communications today:

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The Case For Regulating A.I.

There are many reasons why we shouldn’t regulate artificial intelligence, or “A.I.,” one reason why we should.

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