Marketing & Strategy Innovation blog

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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Drive Real #CX Change with Journey Maps

Are journey maps a waste of time, or can you really use them to drive CX change?
 
There's a big problem brewing out there when it comes to journey mapping:
Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional's arsenal.
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Is Net Promoter compliant with GDPR?

One of the questions we have been asked a lot recently is whether NPS is “GDPR-Proof”. Everyone is quite nervous about the GDPR regulation coming in May, as a misstep in managing the customers privacy could easily end up costing a company major amounts of fines.

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Is marketing in such a bad state as depicted by Mark Ritson - probably

When reading about the exploits of marketers I spend more and more of my time shaking my head in disbelief. How can they be so dumb?

The obsession with digital - the inability to understand the importance of demographics - the lack of understanding about what makes consumers buy products.

If you have 30 mins and don't mind Mark's colourful language then he will provide you with some answers. Nothing and everything to do with ageing. Dick Stroud

 

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What's in Your #CX Budget?

What's in your customer experience strategy budget?
 
Traditionally, customer experience professionals have no budget.
 
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Dialogue on CRM, Customer Experience, and Customer-Centricity

Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means.  Yet, there is little to show for it.
 
Me: Seems that way.
 
Colleague: Which big company, as in the kind of company that we end up consulting to / working with, has anything to show for the time-effort-money that has been spent on the whole Customer thing?
 
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