Marketing & Strategy Innovation blog

Improving the Respondent Experience

I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017.

There's a lot of talk about improving the customer experience.

And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience.

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Complacency or Innovation: You Decide

How can anyone become complacent about running a business? or about winning at business?

It happens!

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general.

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Are Smart Cities For Citizens Or Consumers?

I’m at a conference where tech companies are showcasing their tools to make streetlights, buildings, and energy grids “smarter.”

Where are the people?

Don’t get me wrong, the show seems well attended by reps from civic government who are looking for ways to exploit big data, and there are lots of thoughtful presenters and exhibitors who’re happy to show them how.

But the whole shebang seems oddly impersonal, almost as if the cities they’re contemplating don’t have any people in them.

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Internal Communication Growing Pains and How To Solve Them

Today I'm pleased to share a guest post by Rae Steinbach.

Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff.

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Bringing Your #VoC Program up to 2020 Standards

How can you be sure that your VoC initiative stays fresh and relevant?

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant?

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Memo to HR Dept: 'Are our workplaces suitable for older workers?". Response: No idea.

Aviva has been researching the intentions of older Brits to continue working.

What did they find? More than half (55%) of over-50s workers have concerns around work and its impact on their health as they age, with women (61%) most worried about this.

Aviva calls for more support from employers as only 14% older workers say their workplace culture is positive towards them

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Expert Interview Series: Stefan Kolle of Futurelab On Improving the Customer's Experience

Stefan Kolle is the co-founder and managing director of Futurelab, a customer centricity and customer experience specialist consultancy working with some of the world's biggest brands to increase customer loyalty and profits. We recently spoke with Stefan about how companies everywhere can improve their customer experience.

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Shopping as Self Expression

Shopping has become a means of self expression.  As the retail industry continues to fragment and retail brands continue to proliferate, people now make statements to others — and to themselves — by where, when, and how they choose to shop.  I was surprised to discover, though, that the shopping-as-self-expression phenomenon originated back in the late 19th century.

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The First Era After Time

We are living through the first era after time.

History has been defined in large part by the interaction of people, places, and ideas that were previously isolated. Wars were fought between countries filled with people who’d not only never traveled beyond their own national borders, but had limited to no awareness of those places (other than what their leaders told them).

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6 Bonus Myths of Journey Mapping

Get the journey mapping process right, and you'll reap the rewards for a long time to come!

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.

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