Journey maps are a powerful tool and process. “Know the tool; embrace the process” is what I like to say. In this article, I share four important ways that marketers should use journey maps in their day-to-day.
Tools to be more efficient and effective with our time and our efforts are priceless! In today’s post, I take a look at the Eisenhower Matrix, a time-management tool to help you both prioritize and make decisions about the work that needs to be done. This matrix can be used in your personal life and in your professional life.
Is it time for a brand refresh? What do you think about when I say “brand refresh?” Probably the marketing definition of it. But that’s not what I’m referring to. Read on to find out what I consider a brand refresh!
Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. You’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that they remain aligned to achieve the desired outcomes of designing such an organization. In this post, I outline the eight principles of a customer-centric culture.
In a world where products and services are becoming more and more commoditized every day, customer experience is really the one true differentiator. We know that customers are willing to pay more for a better experience, so price can no longer be that differentiator. In other words, brands are competing on the basis of CX.
What is the employee’s role in the culture fit equation? If brands are doing everything to socialize, operationalize, and live the values – including incorporating them into the hiring process – what should a potential candidate do to ensure she’s a fit?
What is customer engagement? What is customer entrapment? What are most brands doing… engaging or entrapping? Check out Maslow’s quote at the end of today’s post to get a succinct view of what brands must do!
Remember, you get the culture that you design or create – and/or the culture you allow. Core values are at the root of the culture you design; they support and facilitate the culture and the business model you desire, and they support the vision you have for the business, for your employees and their experience, and for your customers and their experience.
Last week we hit the one-year anniversary of Business Roundtable’s new purpose of a business statement in which they declared that “companies should serve not only their shareholders, but also deliver value to their customers, invest in employees, deal fairly with suppliers, and support the communities in which they operate.” How did they do since signing this statement?
I've written many times over the years about change, including posts on change management, change vision, change fatigue, and more. Obviously, all of this is important to any customer experience strategy, as we know that customer experience management is really change...