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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.  […]

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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 […]

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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 […]

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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 […]

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If you expect your employees to do what they can to build your brand, then you better make sure they’re equipped with the knowledge, skills, and resources to do so.  This makes sense, but according to my employee brand engagement assessment research, most business leaders approach employee brand engagement with little more wishful thinking. […]

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Here’s my write-up of the best bites and my takeaways from Shep Hyken’s new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. – the book:  The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty is […]

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When people ask me to define “brand,” I say, “A brand is what you do and how you do it.”  This might not be the most common definition of what a brand is, but the one I use because it’s shorthand for the business school definition of a brand:  a product or service’s value that […]


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