customer experience

Five Myths About Corporate Culture and Five Strategies for Cultivating a Great One

While the importance of workplace culture is well-understood, how to build a great culture is less established.  In the research and work I did leading to my upcoming book, FUSION: How Integrating Brand and Culture Powers the World’s Greatest Companies (published by Nicholas Brealey, an imprint of Hachette Book Group on March 13, 2018), I identified five common myths  about culture-building — as well as five strategies for cultivating a unique, healthy, sustainable organizational cultu

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Silos Are For Farmers!

I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017.

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8 Must-Read Posts to Start Your CX Strategy on the Right Foot

Does your company place top priority on culture and employees?

I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience. And yet... they don't.

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The Importance of Communication to the Omnichannel Experience

Today I'm pleased to share a guest post by Ford Blakely, founder and CEO of Zingle.

According to Google, 98% of Americans switch between devices in the same day.

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2018 Will Be the Year of Employee Experience

Now that according to Gartner more than 90% of businesses compete primarily on the basis of customer experience (CX), it’s no longer enough to make CX a corporate priority.  The next competitive frontier is employee experience (EX) and the signs indicate so strongly that EX will become the next priority for organizations that I’m calling 2018 The Year of Employee Experience.

What Is Employee Experience?

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5 Fails to Avoid with Your VoC Program

I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.

Not seeing the results or improvements you expected to see from your customer listening efforts?

Why is that? What's going on?

I've been known to cite two reasons for VoC program ineffectiveness:

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On Customer Obsession

Customer Obsession Is Fashionable

I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to the Bottoms – those on the front line.  Something interesting happens when I ask the speaker what s/he means by, is pointing at, when s/he speaks of customer obsession. Silence followed by stuff that shows up for me as either banal or made up on the spot.  Little in the way of thinking (as in contemplation) has occurred in many instances.

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Time to Hit Refresh on Customer and Employee Experience Design Efforts?

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience?

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Meditation on Customer Relationships & Experiences

One might think by now that we would have figured out what makes for great customer relationships & experiences. Ask yourself have we figured this out?  Really, lets stop and really sit with this question.  What comes up for you?  Here’s what comes up for me:

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20% of 65+ consumers have severe long-term activity limitations. I wonder how many marketers know that?

When you decide to work in the ageing business you have to get used to talking and writing about subjects that marketers would prefer to forget or not know about. That includes both the young and old variety of marketers.

When you say your specialist area of expertise is the effect of physiological ageing on the CX you get some rally weird looks!

Just to add to the naturally occuring travails of older consumers, the normal results of ageing, there are a host of age connected illnesses and disabilities that they might develop.

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