_

If you’re like me, you probably think that employee experience (EX) ends at the end of employment.  But I’ve recently become aware of the value of employee alumni networks — and many companies are as well.  Not only might an alumni network help improve EX, it can deliver benefits in the precise areas most needed […]

_

All the changes that customer experience (CX) improvement tends to involve — new systems and technology, process and operations changes, different organizational culture, etc. – can seem overwhelming.  And sometimes it’s hard to know what the priority should be.  But according to CX leader Devon Westerholm, you really only need to do this one thing […]

_

In this era of unicorns and hot IPOs, it’s easy to get caught up in the stories of start-up successes.   But start-up failures are far more common.  The folks at CB Insights found that 70% of upstart tech companies fail.  And consumer hardware startups fail even more frequently, with 97% ultimately dying or becoming “zombies.”  […]

_

Apple announced it is moving into services — Netflix-type services, curating and streaming content.  It’s a pretty big shift for a company that’s been primarily in hardware and software.  If any company CAN make the shift, it’s Apple — but I wonder if it SHOULD.  Will the core of the Apple brand be eroded in […]

_

A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation.  But even if you prioritize CX innovation, you might not know how to actually do it. You might try to innovate in CX by developing new digital capabilities or testing new technologies.  […]

_

As 2019 begins, it’s time to reclaim marketing as a key driver of business.  Management guru Peter Drucker once said, “Because its purpose is to create a customer, the business enterprise has two — and only these two — basic functions: marketing and innovation.” Clearly most business leaders embrace innovation as the lifeblood of their […]

_

Dear Friends and Colleagues, It took a proverbial village to make the launch of my book, FUSION: How Integrating Brand and Culture Powers the World’s Greatest Companies, a success.  Thank you for being my village! I’ve been blessed by all the opportunities you helped create for me this past year.  This recap of the launch […]

_

According to the Chinese zodiac, 2019 is the year of the pig — which usually means a spirit of relaxation and enjoyment.  It’s unlikely, though, that all brands will enjoy a happy, prosperous 2019.  Many will undergo significant changes – others will face challenges from category disruption and stiff competition.  And all will have to […]


Subscribe to the Blog

Sign up to receive an update each time a new blog post is published.