Renowned author and management expert Tom Peters joins me for a two-part series on customer experience execution, the value of human connections, and the little things that can make a big difference. Today Tom and I talk about corporate amnesia, good (and not so good) customer experiences, and two-cent candy. …more
Episode #114: How to Manage Your Stress, with Neha SaxenyIt’s Stress Awareness Month, and the Breath Yogi is here to help. Neha highlights strategies to keep stress under control, and then guides us through some breathing and meditation exercises to calm your mind. Episode #115: The Art of the Possible, …more
Brands, products, or companies that define a new category — and become the design standard for that category —derive most of the profit from that category. It’s a simple idea, but a challenge to execute. Peter Goldie, category designer and advisor, joins me today to talk about his real-life experience …more
We focus on health, healthcare, and healthcare marketing this week, with plenty of lessons for any marketer. Neha starts us off with a look at workplace burnout, and some tips to manage it. Then it’s a couple of episodes about marketing in healthcare, and what we can learn from healthcare …more
The beauty of the customer experience journey is that examples can be found almost anywhere. This week started with virtual conferences, moved through industry verticals, made a quick detour to QAnon, stopped at social community management, and finished up with a lifeboat analogy. Episode #87: The Unexpected Benefits of a …more
We start with a fascinating discussion with Mitchell Osak about the emerging cannabis industry and how they’re building a new brand category right before our very eyes. It’s a rare opportunity to witness the birth of a brand in an embryonic industry. Then, it’s all Super Bowl all the time, …more
This week, we finish off our 9-part series on the Digital Customer-First Transformation System. Then it’s a quick look at the power of social Account-Based Marketing before moving on to a couple of episodes about the mindset required to tackle apparently intractable problems. And, yes, one of those episodes does …more
We’re all about digital transformation this week (well, digital transformation and PEZ). We start with a two-part digital transformation overview with Paul Herman, VP of product marketing at Sprinklr. Then a quick side quest through the history of PEZ candy, and the remarkable pivot that lead to their ongoing success. …more
Who doesn’t like those tiny, fruity PEZ bricks? And who doesn’t like PEZ dispensers? From Baby Yoda to Marilyn Monroe, there’s a dispenser for everyone. This fantastic article from Smithsonian Magazine does a wonderful job of outlining the history of PEZ, the global candy phenomenon which has become a cultural …more
Brand names are the crown jewels of an organization. They’re valuable, multi-faceted, and fiercely protected. But what happens when the brand name is lost? Not via an Ocean‘s Eleven type heist, but from the overwhelming adoption of the consumers who use it? Kleenex is a perfect example. It’s a brand …more
We start the week with a special, 2-part crossover episode with Marshall Kirkpatrick and the Sprinklr Coffee Club. And wrap things up …more
What are you thankful for this week? I’m thankful (among other things) that I can share these podcast episodes with you. This …more
Every year I like to roll out this little bit on American Thanksgiving history. It’s a good reminder that politics in America …more
A wide-ranging week where we look at everything from how to leverage your employees’ social networks, to buying super cool Space 1999 …more
I don’t often post meme-y Internet-y stuff, but here I go, because: It’s. Just. So. Unbelievable. From this smart post off my …more
What a week! But now it’s time to kick back, put on the headphones, and catch up on your favorite marketing content. …more
In today’s CXM Experience podcast I rather cryptically referenced “shrimp vs. weenies.” No, it’s not a new video game, or a short-lived …more
Too many businesses are operating in 20th century mode. It’s now 2020, and there are a plethora of modern channels you can …more
I had a great conversation with Katie Martell on ExperienceTV about customer care, bots (or, as we like to call them, “doorbells”), …more
When we think about digital transformation, we tend to immediately jump to discussions about technology, processes, and systems. Which makes sense. Those …more
It’s been a rough year for organizations, large and small. During the past few months we’ve watched many companies struggle, and others …more
That’s right. A full week to celebrate customer service. And, why not? There’s a National Split Pea Soup Week (second week of …more
In just a few short hours, Marc Stoiber and I will dig into marketing basics and how they influence modern marketing today. …more
2020 has been, among other things, the year of digital transformation. The transformation has been going on for a while now. Slowly. …more
The last few months have been instructive for every organization. Digital transformation — and focusing on delivering great customer experiences — have …more
For years, “digital transformation” has been on the priority list of every major company. And every year, little progress has been made. …more
There’s no business like show business, like no business I know.Irving Berlin There may be no business like show business but, sadly, …more
In the final installment of my journey down toy-memory lane, I’m going to talk about my most favorite toy of all time: …more
I’m too often surprised by the number of marketers who neglect to further their training once they land a job. Other professionals …more
In the late 1980s, video games consisted of one of three options: 300-pound arcade consoles; bulky home systems that connected to a …more
