customer experience

Communications Devolution or Revolution?

It’s trendy for big companies to devolve authority to operating units, and the jury is still out on whether or not making them compete as collections of smaller independent ones makes any sense (the management consultants who came up with the plans will be long gone before there’s a verdict).
 
But it’s already clear that giving marketing communicators responsibility for overarching corporate communications is dead on arrival.
 
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Seven Elements Needed to Refresh Your Brand

I originally published today’s post on Forbes. It appeared on their site on April 27, 2020.

Is it time for a brand refresh?

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Customer-Centricity: Principles, Practices, and Outcomes

I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020.

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The Customer Experience Maturity Assessment is now certified

Our Customer Experience Maturity Assessment method is now officially certified by the Customer Institute.

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CX Journey™ Musings: On the Basis of CX

Ruth Bader Ginsburg: “A court ought not be affected by the weather of the day, but will be by the climate of the era.”
Martin Ginsburg: “The law is never finished. It is a work in progress, and ever will be.” (On the Basis of Sex, 2018)

Just like your customer experience journey.

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Customer Engagement or Customer Entrapment?

Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions for the fireside chat. One of the questions I was going to ask the panelists was something along the lines of:

In order to truly engage with customers, brands need to build trust. What are brands doing to build that trust? Consider each of the following scenarios.”

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Do You Have a Bank for Times Like This

I know it’s hard to believe, especially for some of the youngsters who might be reading this, but there was a time when air travel was so much nicer than it is today. And no, I’m not talking about back in the 40’s! If you were waiting for a flight to depart and there was a problem, the airline might move you to a competing company to make sure you got to your destination. They might even do that if it was your fault, like getting to the airport late and missing your flight. Not that I have any firsthand knowledge of such a thing, I’ve just heard stories.

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Change Management Step #1: Sense of Urgency

I’ve written many times over the years about change, including posts on change managementchange visionchange fatigue, and more.

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CX Journey™ Musings: The New Purpose of a Business – One Year Later

Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today.

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People, Not Channels

If your sales team approached customers the way we communicators talk at our stakeholders, your company would go out of business.

The differences are shocking, and for years they’ve been evident in the different ways each department is treated:

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