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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How Great Products Change Our Behaviors

Our culture of convenience certainly wasn’t hatched with the likes of Uber or Amazon alone, but they are great examples of modern-day brands that have completely shifted our behaviors over time. And isn’t that the hallmark of a truly great brand or product? At some point they prompt us to ask, “how…

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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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Future Proof Your Business for the Battleground of Customer Experience

Your business is vulnerable to disruption at any time, particularly if you’re not thinking about the customer experience. The era of relying on satisfied customers is long gone. Today organizations need to surprise, delight, and solve for moment-by-moment problems as the customer’s needs evolve over time. For those that don’t, it’s only…

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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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For the Love of Money (aka Customers)

WHO CARES? THEY DID. During a recent two-day persona workshop, I saw the depth of our client’s knowledge and empathy for their customers. I saw how their culture was built around providing compassionate customer service and how they expect their customer service representatives to go beyond the expectations of their customers. As…

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