Marketing & Strategy Innovation blog

Our imagination is limited to the tools we use to understand the world?

Part 1. Solution Space – Uncertainty – Strategy

“We are not short of creativity in our world, and yet most organizations struggle with innovation.” — Gary Hamel.

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What Is a Brand

When people ask me to define “brand,” I say, “A brand is what you do and how you do it.”  This might not be the most common definition of what a brand is, but the one I use because it’s shorthand for the business school definition of a brand:  a product or service’s value that is delivered to its customers, and the way of doing business that is the basis of a company’s relationships with stakeholders.  This definition of a brand also captures the action orientation to brand-building – and it implies the tight connection between brand and business.
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Telling Your Customer Stories through Journey Maps

Do you know the power of storytelling? And do you use it in your customer experience transformation efforts? 
 
Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.
 
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Amplify Your Transformation with CX Champions - Part 2

This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
If you missed Part 1, see it here.
 
I'll dive right in with more details about your CX Champions team.
 
How often does the CX Champions team meet?
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Amplify Your Transformation with CX Champions - Part 1

In this two-part series, I'll  outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
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Corporate Culture and the Bottom Line

Is there a linkage between corporate culture and the bottom line?
 
In a nutshell... yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised!
 
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A Fish Rots from the Head Down

A fish rots from the head down - and so does your culture.
 
What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues, toxicity, etc. in your organization - or any organization - start with the leadership team.
 
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Could Nestlé Disrupt Its Brands?

With Nestlé facing pressure to break up the company and a CPG market that is no longer obediently accepting of its practices, its CEO is committed to buying and promoting the value of its brands.
 
It could disrupt them instead. Here’s why:
 
Brands ain’t what they used to be.
 
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The Continuum of Data-Driven Success

I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017.
 
Data is just data until you do something with it, right?!
 
That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data.
 
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