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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 […]

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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 […]

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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]

loyalty language

Over a third of customers say they would not be loyal to a brand if it weren’t for the brand’s loyalty program, according to Bond Brand Loyalty.  Bond also reports 68% of Millennials wouldn’t be loyal to a brand without a strong loyalty program.   Research by talech shows 87% of consumers want a customer loyalty […]

brand logos thumbs up

James Surowiecki’s column in The New Yorker last week, Twilight of the Brands, seemed to suggest that brands are dying.  He argued that the usefulness of brands has decreased given that “consumers are supremely well informed and far more likely to investigate the real value of products than to rely on logos.” His observations about […]

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Last week one of my clients kicked off the journey to operationalize its brand with a fantastic Leadership Meeting! I thought I’d share what the meeting entailed in an effort to pull back the curtain on how I help companies operationalize their brands to grow their businesses. […]