_

Now that according to Gartner more than 90% of businesses compete primarily on the basis of customer experience (CX), it’s no longer enough to make CX a corporate priority.  The next competitive frontier is employee experience (EX) and the signs indicate so strongly that EX will become the next priority for organizations that I’m calling […]

_

Call me old school, but I really enjoy the written word.  I prefer reading a long-form blog post or article than a pithy tweet or fleeting Facebook post.  That’s not to say that I want a writer to blather on — rather, I like reading the work of people who have mastered the written word […]

_

When it comes to predicting what will happen in 2018, I’m following Casey Stengel’s advice:  “Never make predictions, especially about the future.”  But I am keeping my eye on some brands because I’m pretty sure they’ll be making the headlines in the coming year.  So, here’s my list of Brands to Watch in 2018, in […]

_

Here are the best bites and my book review of Richard Branson’s Finding My Virginity. The New Autobiography. – the book:  Finding My Virginity, which picks up where Branson’s previous memoir, Losing My Virginity, (published in 1998) left off. – the brains:  Richard Branson, founder of Virgin Group, the conglomerate of hundreds of companies ranging […]

_

In the two years that have passed since I released my e-book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, the retail customer experience has gotten even more important — and more competitive.  The “Amazon effect” has raised everyone’s expectations about how convenient shopping should be.  And nearly all companies now expect to compete […]

_

When will marketers learn that eyeballs aren’t worth more than integrity?!  Brand managers and advertising agencies continue to run irresponsible ads and do outrageous acts in an effort to draw attention to themselves.  At best they might get some short-lived PR but more likely they end up just wasting their money — and damaging their […]

_

(This is the second in a two-part series on Corporate Reputation.  The first post, Why Your Corporate Reputation Matters, explained the definition of corporate reputation, the method Reputation Institute uses to measure corporate reputation, and the benefits of having a strong corporate reputation among different stakeholder groups.  In today’s post, you’ll learn how to improve […]

_

This month I’m speaking to an organization about corporate reputation and trust.  The CEO has designated trust as one of their key priorities and they’ve asked me to help their top leaders understand why corporate reputation matters and what role they play in building it.  Given how frequently corporate crises arise these days, I can […]