actions

You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so – it usually can be. So, what’s a company to do to earn even better CSAT scores?

Is your customer experience transformation work stuck at good intentions? 

One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it.

No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it's a problem!

In two articles on HBR the role of branding in the digital economy is discussed.
(Unfortunately behind the HBR paywall)

In this first article Itamar Simonson and Emanuel Rosen argue that in many categories customers now acquire knowledge and competence about a product before purchase. This diminishes the effect of traditional advertising and marketing, where the brand is largely communicated as a function of emotion and preference (“the story”).

The Cult of Done Manifesto is perfect for any creative, but procrastination prone, mind. The meaning of the images is as follows:

(This is the second in a two-part blog exchange between Shawn Parr and me. Shawn is one of my favorite people and partners in crime, er, I mean client engagements. A recent client experience led us to debate where strategy and execution connect and so I kicked things off with “Execution IS Strategy” on Shawn’s blog last week. Now, here are Shawn’s thoughts on the topic.)