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Experience (Not Size) Matters In Today’s Economy
Most organizations have become accustomed to a marketplace that is constantly changing, increasingly diverse, and unquestionably responsive. But it’s not only great products and services that are...
View ArticleWhy Experience Matters
An old saying goes, it’s wiser to spend your money on “experiences” rather than on “things,” as things are easily forgotten, but experiences live on in your memories, for good or bad. Through...
View ArticleThree Ways To Influence How Your Organization Views Customers
In a recent blog post and a panel discussion at Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or...
View ArticleNew Lead-to-Cash Mindset Renews Growth For Mill Products Companies
Part 2 of the “State of the Mill Industry” series The lead-to-cash business scenario may be one of the most critical functions for mill products operations, but it is often oversimplified into three...
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Experience Economy: Revolutionizing Industries With O’s And X’s
The human race has transitioned through many different types of economies, starting with the basic traditional economy and moving upward to the capital economy. The journey began when human...
View ArticleUtility Company’s Newfound Connection With Its Customers Transforms Business
One of the largest, most successful utilities in the U.S., Duke Energy has expanded rapidly as the energy sector inevitably evolves with its global realities. The Charlotte, N.C.-based utility realized...
View ArticleHow To Stop Robocalls And Start Reaching Customers
We’re all sick and tired of robocalls – on our mobile devices and our landlines. I don’t know about you, but if I don’t immediately recognize a phone number on either my mobile, my landline, or even my...
View ArticleMultichannel Engagement For The Experience Economy: What Does It Mean For...
We are living in a time where consumer interaction with brands is no longer a one-way channel. Every interaction a company has with its existing customers has moved from being a transaction to an...
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OMG! Another Customer-Centricity Project?!
Customer relationships in the chemical industry are usually long-lasting; you don’t see customers come and go, as you might in other sectors. They’re also built on personal relationships, designed by...
View ArticleIs The Best Customer Experience Always The Right Customer Experience?
My local independent grocery store has gone all fancy, and I’m not happy. Don’t get me wrong, it looks beautiful after the renovation. The scuffed linoleum floors are now gleaming polished concrete....
View ArticleHow To Improve Customer Experience And Boost Retention Rates
Great customer experience (CX) leaves a lasting impression. It can make you feel more positively about the brand and encourage repeat purchases. While this is often conflated with customer service –...
View ArticleSix Ways Airports Are Improving Safety
The aviation industry takes airport safety and security very seriously. But this mindset can lead to excessive wait times and significant frustration for travelers. Fortunately, there are many changes...
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Priority For Corporate Banks: Connectivity With Customer Business Systems
Working in banking for many years, I’ve seen quite a few state-of-the-art processes and technologies become outdated and then obsolete. Everything from adding machines to paper ledgers once had their...
View ArticleDigital Ecosystems Increase Opportunities For Corporate Bankers And Their...
As the digital economy matures, enterprises are increasingly doing business on various networks – everything from SAP Fieldglass solutions for contingent workers and SAP Ariba solutions for supply...
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Why Midsize Distributors Are Due For A Great Comeback
As the old saying goes, everyone loves a great comeback story. From our favorite sports teams and movie characters to news about everyday people, we enjoy celebrating moments of overcoming adversity,...
View ArticleNDC And ONE Order: Personalizing The Travel Experience
The International Air Transport Association (IATA) New Distribution Capability (NDC) and ONE Order initiatives are set to transform the airline industry from its traditional business model – of selling...
View ArticleThree Critical Mistakes Struggling Brands Are Making
It’s a good time to be a small business owner in the United States. The economy is clicking on all cylinders, tax laws are friendly, and discretionary spending is up. Thanks to growth in cloud...
View ArticleExperience Management In A One Order World
IATA’s New Distribution Capability (NDC) and One Order initiative aims to modernize booking systems and help airlines deliver a personalized customer experience. Airlines that choose to take advantage...
View ArticleHow Banks Can Close The Customer Experience Gap
In a recent blog, I wrote about the impact of evolving technologies on employees and the need for banks to adapt to these changes. Yet the employee experience is only half of the picture. When thinking...
View ArticleFail Fast, Fail Often, And Fail Forward In Digital Selling
“Be yourself. Everyone else is already taken.” – Oscar Wilde Technology has made businesses more human, and customers can see through the veil and phoniness. When you are being your authentic self, you...
View ArticleNYFW: Where Fashion And Technology Meet
This September, my lifelong dream of attending New York Fashion Week (NYFW) finally came true. I’ve been in the fashion industry my entire life, and my family and friends knew how excited I was. I...
View ArticleThe CEO’s Guide To CX: Six Practical Tips For Getting Started
By now, almost every CEO has heard the phrase “customer experience.” Some CEOs may have considered adding a chief experience officer (CXO) to their leadership ranks. It makes sense for CEOs to have...
View ArticleWhat Is Channel Fragmentation And How Does It Impact CX?
We’re now undeniably living in the age of customer experience, with CX projected to overtake product and cost as the key brand differentiator by 2020. Meanwhile, customers are willing to spend a price...
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Professional Services Firms Learn To “Listen” To Clients And Employees To...
Competing in a high-growth market is both an exciting opportunity and a source of surprises for midsize professional services firms. After spending years developing a deep bench of the best talent,...
View ArticleMultichannel Engagement In The Experience Economy
The customer is evolving. Mobile has trained us to expect seamless digital experiences, even as the number of channels continues to grow. The result is that we now expect organizations of all types and...
View ArticleThe CPaaS Revolution: What You Need To Know
Today, we all expect a smooth experience in every aspect of our digital lives, whether that’s talking to friends, making a purchase, planning a trip, or contacting a brand for customer support. All...
View ArticleIdentifying And Understanding The Fan Base: Some Thoughts For Sports Industry...
Part 2 in the four-part series, “Some Thought For Sports Industry Executives“ In my last blog, I discussed the rapid changes occurring in the sports industry and the need to focus on fan base growth....
View ArticleMidsize Discrete Manufacturers Raise The Stakes On Industry Evolution
Discrete manufacturers are no strangers to change. But lately, even “change” is beginning to feel different. Customers are constantly raising the bar beyond the historical level of “good enough.”...
View ArticleThe 20-Year-Old Web Shop: Standard Solution, Please
In the early 2000s, many chemical companies started launching webshops, digital sales platforms for B2B buyers. Decisions were easily made from the top-down and because plenty of companies were already...
View ArticleThe Digital Customer Experience And The Customer Journey: How Are They...
Part 1 of the two-part series “The Digital Customer Experience And The Customer Journey“ The customer journey and customer experience management, from a digital perspective, are important issues for...
View ArticleVaynerchuk to SMBs: Spend Time Getting To Know The TikTok Video App
Gary Vaynerchuk, the entrepreneur turned social media evangelist, recommends that companies of all sizes who want to leverage the next big social media platform should familiarize themselves with the...
View ArticleThe Digital Customer Experience And The Customer Journey (Part 2): Connecting...
Part 2 of the two-part series “The Digital Customer Experience And The Customer Journey“ The digital customer experience is much more than just buying a US$10 t-shirt from Amazon or visiting a store to...
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Growing Importance Of Customer Experience Management
Part 1 of the three-part series “Why Customer Experience Management Matters“ Customers are more informed than ever and unquestionably consider experience as part of any research they do or purchase...
View ArticleFive Marketing Technologies Transforming The Hotel Business
You cannot have a successful business without marketing, including in the hotel business. Fortunately, there have never been more opportunities to use marketing to build and grow your hotel business....
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Customer Experience Strategy And Overall Company Strategy
The generic company strategies model developed by Michael Porter classifies companies into one of three broad, generic categories: cost leaders (competing on low prices), differentiators (competing...
View ArticleWait and See: Four Ways To Keep The Customer Experience Going When...
Part 4 of the “2020 Strategies and Insights for Midsize Companies” series “Wait and see.” That phrase can be like a huge, red stop light for businesses of all sizes when uncertainty looms. No matter if...
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How Grundfos Is Pioneering The Future Of B2B Customer Experience
As part of the Experience Revolution Podcast, I recently sat down with Abdul Dezkam, customer experience management lead at Grundfos, to learn more about how the B2B company has re-engineered its...
View ArticleManaging Experience And Costs On Retail’s 2020 To-Do List
Apparently, in the early 1900s, the various products of the earth could be ordered quite easily, if one were “of above-average capacity or character,” middle class, and happened to live in London. For...
View ArticleThe Field Of Gold: Why It Is Time To Rethink Your Customer Service
I participate in a lot of big discussions where executives generate plenty of ideas about how to use digital means to improve processes, reduce complexity, get more transparency, tackle the challenges...
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Customer Experience: How Data Empowers Exceptional CX
Tech Unknown | Episode 2 | Season 2 Featuring guests Stephanie Thum, Jeannie Walters, and Mortiz Zimmerman and host Tamara McCleary Subscribe: Apple Podcasts|Stitcher|Google Play Customer experience...
View ArticleHow To Use Social Media To Grow Your Business
In today’s digital world, customers are researching businesses and products online, which makes digital marketing crucial in your strategy. Digital marketing is a go-to method for grabbing the...
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Wesley – Your Everyday Missed Opportunity
Today, I want to take you on a journey. Imagine you work for a chemical company that produces products in large quantities. The things that matter the most to you are quality, producing at full...
View ArticleAugmented Humanity: Creating A Human Context That Technology Can Enhance
As a culture, we are in the middle of an evolution in our relationship with technology. But what will this new paradigm look like once physical interfaces have given way to voice, gaze, and gestures?...
View ArticleWhat Happens When Experience Management Is A Priority
Many clients ask me how to stay relevant and win in the ever-changing landscape of the digital economy. How do you not only keep up but – more importantly – how do you keep navigating these waters...
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Customer Experience: Outcome-Driven Business Strategy
As your organization is trying to win your market by transforming your business to provide the best-ever customer experience, it becomes extremely critical to shape your business strategy by focusing...
View ArticleB2B Buyer Behavior Is Changing: Making Experience The Top Objective
In this new decade, businesses continue to navigate digital transformation in hopes of finding new ways to grow their brand while remaining cost-efficient. To support these initiatives, more companies...
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Experiential Retail: Unifying Online And Offline Worlds In The Retail Industry
Among all the changes that retailers had to adapt to over the past decade, one of the most important – and one that some, unfortunately, didn’t recognize – is the transition to experiential retail. You...
View ArticleWhat Midsize Companies Should Know About The Customer Experience In Times Of...
Part of the “Navigating Disruption Today, Planning for Tomorrow” series Midsize businesses are known for understanding what customers want and meeting them where they are – in good and bad times. But...
View ArticleAI: Chatbots Versus Human Customer Service
Technology has always fascinated humans. We’re constantly looking for better ways to perform tasks in order to maximize our profitability and effectiveness, whether in sports, business, education,...
View ArticleMidsize Retailers Expand Their Communities In Response To Crisis
Part of the “Navigating Disruption Today, Planning for Tomorrow” series Disaster and crisis bring out the best in all of us. Whether we use our talents to help people, applaud the efforts of...
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