I had a great conversation with Katie Martell on ExperienceTV about customer care, bots (or, as we like to call them, “doorbells”), and why customer experience is the new marketing. Katie is a knowledgeable, engaging host with an obvious passion for customers and the experience economy. It’s 38 minutes of …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for all organizations, large and small. Welcome to the CXM Experience, a new podcast series where I’ll be featuring tips, insights, and strategies to help you delight your customers …more
According to Forrester, the number of brands rated “Excellent” four years in a row on their Customer Experience Index is exactly: zero. Zero! Nada, zip, nil, zilch. This… is not good. We all recognize the value of the customer experience. So why aren’t any of us excelling? What’s holding us …more
When we think about digital transformation, we tend to immediately jump to discussions about technology, processes, and systems. Which makes sense. Those areas are ripe for disruption and potential milestones on the path to digital transformation. But too often we neglect the single most important piece of digital transformation. We …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 rise to the challenge. Canlis restaurant in Seattle exemplifies the latter. A Seattle institution since 1950, every morsel of their reputation is well deserved (and my love for …more
2020 has been, among other things, the year of digital transformation. The transformation has been going on for a while now. Slowly. But we’ve watched it accelerate these past few months. Which raises an important question: who in the organization is best suited to drive this transformation? Digital transformation involves …more
The last few months have been instructive for every organization. Digital transformation — and focusing on delivering great customer experiences — have become paramount. But what does that really mean? What do you need to do to become truly customer-centric? And what changes can you make to transform your business? …more
For years, “digital transformation” has been on the priority list of every major company. And every year, little progress has been made. In fact, in 2019 Gartner found that only 23% of companies were even half way to their digital transformation goals. That was then, this is now. The challenges …more
A little smaller but just as passionate as ever That’s the first line on a recent email from Free to Be Kids, the Seattle-based clothing company that screen prints kid-positive messages on everything from dresses to baseball tees. Like you, my inbox has been overrun with Coronavirus-related emails. Brands who …more
Our communication and engagement preferences have rapidly changed over the past decade. The growth of WhatsApp, Twitter, Facebook, LinkedIn, and other social media channels has fueled this change and is, simultaneously, evidence of the change. As of early 2020, there were an estimated 3.8 billion active social media users around the world. …more
When I moved to Seattle in 2006 to work at Microsoft Research, I was a stranger in a strange land. I knew …more
The customer experience (CX) has never been more important. To underscore that rather obvious statement, I’m going to point you to a …more
In December, 1978, Gourmet magazine published the heart-warming tale of Bud and Jean Ince. It’s a beautiful story but, sadly, online versions …more
Happy customers are profitable customers, which will come as a surprise to exactly no one. So, how do we make customers happy? …more
For decades, science has teased us with the prospect of the flying car. As I sit in barely-crawling Seattle traffic (in a …more
Here’s today’s Leo: “The greatest saving of all is better utilization of our time. This directly affects practically every phase of the …more
Here’s today’s Leo: “In this business when you start putting the emphasis on counting money rather than getting out better ads and …more
I recently had an article published in Alphr (pretty much The Economist for Millennials, if that’s a thing) where I talked about …more
Moderation is a virtue, so I’m told. But if you’re the type of person who devours an entire sleeve of Thin Mints …more
Famous Part 2s: The Empire Strikes Back, Buzz Aldrin, the IBM AT, Dawn of the Dead…and this Wonderful World of Marketing episode. …more
Great podcast from my friend Ragy Thomas, CEO of Sprinklr. In this interview, on behalf of all people at large companies that …more
