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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 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...
Influencer Marketing’s Huge Impact on Customer Experience
Today I’m pleased to share another guest post by Lexie Lu. In this post Lexie shares examples of different ways that influencer marketing can aid and impact the customer experience – all in a good way!
Defining and Communicating Your Intended Customer Experience
What is a customer experience intent statement? Why do you need one? How do you create this statement? And how do you socialize and operationalize this statement?
Journey Mapping Workshops: Do You Have the Right Participants?
I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be in the room (in-person or virtual).
3 Areas Marketers Must Focus on in the Age of the Connected Customer
The connected customer is always consuming information and leaving digital fingerprints, providing two data streams that modern marketers must access and then integrate into their planning. How can marketers ensure buyers have great experiences throughout the entire customer lifecycle?
5+ Ways to Socialize and Operationalize Your Core Values
Whether your business is large medium, or small, when it comes to developing a customer-centric organization, the soul of that transformation journey really is your corporate culture.
Updating Your Journey Maps
One of the most popular questions I’m asked when I speak about journey mapping is, “When should I update the maps?” Or “How frequently should I update the maps?” There are several scenarios that are catalysts for updating the map…
In Business, They Are All Uncertain Times
I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain times.” I loved his response: …
Customer Experience: Communication in Times of Uncertainty (and Beyond)
Communication is one of the most important things to get right – always, crisis or not. I often say that communications are the most-overlooked parts of the customer experience and employee experience. That needs to change. Communications must be open, candid, transparent, timely, relevant, personalized, and consistent.
10 Ways to Create a Sustainable Business Model Your Customers Will Want to Support
I’m pleased to share another guest post by Lexie Lu of Design Roast. More than 90% of sustainably marketed products have outpaced sales growth in their respective categories between 2013 and 2018. On average, these products grow 5.6 times faster than conventionally...