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Four Inputs of a Customer-Centric Culture Transformation
There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? I define it for you in this post – and I outline the four inputs that feed into and inform a customer-centric culture.
Journey Mapping: Which Journeys Should You Start With?
Questions I’m often asked about journey mapping include, “Which journeys should I map?” “Where should I start?” “How many journeys are there to map?” … as well as other variations of these questions. I’ll point you in the right direction in this article!
Marketing Teams: Here’s How To Best Use Customer Journey Maps
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.
Prioritization and Decision-Making Tools: The Eisenhower Matrix
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.
Seven Elements Needed To Refresh Your Brand
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: Principles, Practices, and Outcomes
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.
CX Journey™ Musings: On the Basis of CX
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.
Culture Fit: Whose Responsibility Is It?
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?
Customer Engagement or Customer Entrapment?
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!
Activate Change with Core Values
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.