A hundred years ago, when you walked into a shop, the shopkeeper probably knew you. He knew what you liked, knew what you just purchased, and knew what you might purchase again. It was a relationship built on knowledge and trust, and it benefited both the seller and the consumer. …more
We’ve entered the conversational era of marketing. Unfortunately, too many marketers are stuck in the broadcast world of mass email blasts and anonymous ads. It’s time to change, and we can start by taking a cue from comedians. Yes, comedians. They happen to be brilliant communicators who have mastered the …more
A recent Forrester study found that 82% of firms said CX is a top priority, but only 46% feel they’re getting a comprehensive view of their customers. In today’s podcast I talk with Maxie Schmidt-Subramanian, VP and Principal Analyst at Forrester, about the journey to great CXM, and how to …more
Three customer experiences for the price of one. We start with a brilliantly-designed pancake batter container, move on to a customer support story featuring missing bricks, and end with a not-so-great headphone repair. It’s pancakes, pieces, and pods as we explore how small interactions can make a big difference. See …more
The way we communicate has constantly evolved since we first drew on cave walls. It’s always changing. So why are we so resistant to these new channels when they first appear? Whether it’s TV in the 1940s, the Internet 50 years later, or social media today, too many marketers take …more
Today we go full meta, with a podcast about… podcasts. Justin Shriber, CMO at People.ai, joins me to talk about how their Legends of Sales and Marketing podcast drives lead generation and creates personal connections with industry leaders. From there we explore the most important attributes of a sales leader, …more
Increasingly, customers are holding us to a higher standard. That’s why unified is better than integrated. Unified-CXM breaks down silos and provides a single view of your customers, enabling you to identify customer issues, and take appropriate action. See all Copernican Shift podcastsThe Copernican Shift on Apple Podcasts PODCAST TRANSCRIPT …more
Whether you’re selling B2B, or B2C, you’re selling to people. Often the same people. And these people appreciate rewarding experiences and responsive brands. In today’s episode we look at the intersection of B2B and B2C, and how a truly unified customer experience can make your customers happier. See all Copernican …more
Collecting, managing, and applying feedback is a critical piece of the CX process. In today’s summer flashback episode I go back to my P&G days to regale you with a story about marketing recommendations, and the gift of honest, unfiltered feedback. See all Copernican Shift podcastsThe Copernican Shift on Apple …more
It’s an exciting time to be in marketing. Organizations are finally waking up to the fact that their brand isn’t what they say it is. Their brand is a reflection of the experiences they land with their customers. In this Adweek webinar, Danny Wright and I talk about the three …more
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. …more
Your brand is not what you say it is. Your brand is what your customers think it is. And that’s built on …more
Have we lost sight of why we’re focused on the customer experience in the first place? In today’s episode, Rob Harles and …more
Customer communication preferences have changed. And the pace of change has only accelerated during the past year. In this CX Network Live …more
In today’s episode we imagine a richer, more satisfying retail shopping experience. An experience where we’re known, valued, and appreciated. Is that …more
Feeling overwhelmed? You’re not alone. Today Neha and I tackle stress, provide some thoughts on how to manage a jam-packed schedule, and …more
Selling has always been about relationships. But on social media, this concept is generally ignored. Twitter, LinkedIn, and Facebook become the equivalent …more
We talk a lot about experiences, but today is where the rubber meets the road. Literally. Continuing on our “Imagine” series, I …more
We’re finally getting around to an episode on… procrastination. Neha and I explore why we put off those things we know we …more
A recent Forester study found that 82% of decision makers say that CX is a top priority. But that same study found …more
Too often, humility is in short supply among business leaders. And yet it’s a powerful quality that can affect real change in …more
As Carrie Fisher once said, the problem with instant gratification is that it takes too long. Let’s face it — we don’t …more
It’s Monday, and we’re back with the Breath Yogi. Today we talk about the importance of attitude, and how a good (or …more
I’m back in New York (at least for a while), and back in the office — a real-life, physical office — for …more
It’s bargain basement day on the CXM Experience as we look at two recent brick-and-mortar retail adventures. Both positive (or, at least, …more
Today is all about VIM and vigor. Well, maybe not the “vigor” part. But definitely VIM. It stands for Values, Identity, and …more
Neha (the Breath Yogi) joins me for a Pride Month celebration, and a discussion on sexual identity. Plus, two breathing exercises to …more
You can be the smartest person out there. But if you don’t have stakeholder management skills, it’s going to be tough for …more
Brands have quickly embraced modern channels — except for their customer care centers. Far too many still rely on antiquated 800-numbers. It’s …more
Not one, but two breathing exercises to start your week. Then Neha and I look at the benefits — and potential challenges …more
