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
Let’s just call this time travel week. It starts with a look at what someone from 100+ years ago might think of our modern customer experiences, and ends with a step back in time to the immersive, mid-century TWA Hotel at JFK. Along the way, we’ll explore why context is …more
We start the week with a special, 2-part crossover episode with Marshall Kirkpatrick and the Sprinklr Coffee Club. And wrap things up episodes about solving customer experience issues before they happen, and the unified front office. Sandwiched in between we take a moment to appreciate the genius, passion, and vision …more
What are you thankful for this week? I’m thankful (among other things) that I can share these podcast episodes with you. This week features delicious conversations with a couple of my favorite people, a generous helping of a (mostly) amazing Amazon customer experience, a side of Franksgiving miracle, and a …more
Every year I like to roll out this little bit on American Thanksgiving history. It’s a good reminder that politics in America have always been a messy affair because, well – democracy. It’s not a great system, but it’s better than anything else out there. From Churchill by Himself, 574: Many …more
A lot of focus this week on listening to your customers. Modern channels (listen here if you need a refresher) are perfect for this purpose. If you’re not taking advantage of them, now is the perfect time to start. Episode #16: How to Join the Ranks of the Forbes Most …more
A wide-ranging week where we look at everything from how to leverage your employees’ social networks, to buying super cool Space 1999 toys (in just a few clicks). We top it off with AI, and tips on how to get started with modern channels. It’s a CXM dream week. Episode …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 favorite blog, BoingBoing.net, this is officially the craziest hole-in-one and perhaps the craziest golf shot I’ve ever seen. More importantly, it’s a testament to the power of the …more
What a week! But now it’s time to kick back, put on the headphones, and catch up on your favorite marketing content. This week, we talked about modern channels, explored some great — and not so great — customer experiences, and looked at the ongoing US election. Episode #6: 3 …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 reality TV show. “Shrimp vs. Weenies” is a classic Microsoft memo. And even though it was written almost 30 years ago, the gist of the memo is every …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
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for …more
According to Forrester, the number of brands rated “Excellent” four years in a row on their Customer Experience Index is exactly: zero. …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
In the late 1980s, video games consisted of one of three options: 300-pound arcade consoles; bulky home systems that connected to a …more
Any kid growing up in the 60s and 70s idolized motorcycle daredevil Evel Knievel. From his first televised jump in 1967, to …more
“The form has to follow the function. I can’t think of it any other way.” Dieter Rams – If you love Apple …more
A little smaller but just as passionate as ever That’s the first line on a recent email from Free to Be Kids, …more
Dining out is about more than the food. It’s the experience. That’s why the best restaurants in the world are known for …more
Every social media brand owner has heard the terms social monitoring and social listening. At first glance you may think it’s two …more
Who doesn’t want to be modern? After all, we’re driving Teslas, not Tuckers. We’re eating avocado toast, not Jello and tuna salads. …more
