The 7 Ingredients for Great CX

Great customer experience (CX) is all about the chemistry between your key leadership and organizational teams. One missing ingredient can change or cause the whole recipe to fall apart, to the detriment of the end user. The key to consistently delivering world-class customer experience resides in the following seven commitments: Commitment #1:…

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How To Set Attribution Properly In Omnichannel Retail Strategy

I recently spent the weekend with a few dozen customer experience leaders from retail brands including, J.C. Penney, Michael Kors, Target, Walmart, Timberland, Ashley Furniture, and more. During one of the lunches, the discussion centered around the best practices and lessons learned from the strategic design and implementation of their omnichannel strategies…

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Empowering the CMO As The Conductor Of Great Customer Experience

According to surveys done by The Economist Intelligence Unit, approximately 80 percent of all marketers believe their teams need to be restructured, with as many as one-third of them feeling this should be an immediate priority. There are volumes of ideas on how you can restructure your organization based on your vertical,…

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Getting Lean with the Experience Marketing Framework

The Experience Marketing Framework “aka” EMF (see the book Digital Sense) was designed to help organizations small and large drive a customer-centric business model that optimizes both reliability and innovation around your customer experience. Since many businesses have deployed some aspect of agile or lean business model design to their current process…

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Friction is Pain in the Customer Experience

Customer experience today is the fluid dynamic between two bodies in motion: your brand and your customer/prospect. As a brand you likely have invested significant amounts of time, energy, and resources (i.e. money) into a sales process, nurturing program, and engagement strategy to deepen and drive loyalty. In parallel your customer has…

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Customer Experience and Customer Journey Are Not the Same Thing

Customer experience and customer journey are the buzzwords-du jour as the business world (large and small) tackles the task of organization-wide digital transformation. In the last few years, other buzzwords like innovation, agile design, lean thinking, content marketing, and omni-channel marketing have made their way into the vernacular of nearly every entrepreneur…

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Customer Centric Product Design Must Consider “FORCES”

Marketing and technology teams are racing to align around customer experience in an effort to deliver optimal reliability, as well as innovation through the insights that occur while executing. More than ever, your product is your focus group in today’s customer-centric, mobile-first economy. Regardless of your industry your ‘product’ centers around your…

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Finish as You Aim to Start

The final days of 2016, another year, are here! I love this time of year because it is a time of both reflection and renewal. It is a time to test our ability to focus as we navigate extra traffic on the road, extra evenings out of the home, extra lines at…

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