Marketing


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How this brand doubled their sales by listening to their customers

Could asking two simple questions actually help double your sales? Absolutely. Here’s a real-world case that proves it. And it just happens to be my favourite case of all. It’s a story of a premium grill brand you most likely know - Weber Grills. In a period of just 3 years, they’ve doubled their sales.  How did they do it? By adapting their marketing to their best customers’ PERCEPTION (even if it sounds illogical) Check out the full story: Tags:  Stefan Kolle NPS customer strategy Voi...
Tags: Marketing, Facebook Like Google, Stefan Kolle NPS


Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Tags:  Annette Franz (Gleneicki) customer experience building blocks transformation perception gap customer strategy Facebook Like Google Plus One ...
Tags: Marketing, Bain, Facebook Like Google, Annette Franz Gleneicki


Using Journey Maps to Tell the Customer’s Story

I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018. Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey. Tags:  customer journey mapping customer experience customer journey A...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


So You Want to Be a CCXP...

Are you looking to earn your CCXP this year? I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. that you can read to help you prepare. But there's no substitution for experience and having done the work. Tags:  ccxp Annette Franz (Glen...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Defining Your People-Centric Culture

I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Big mistake. The correlation is real. Happy employees lead to happy customers. Tags:  leadership people-centric employee experience Annette Franz (Gleneicki) ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


The 60+ will generate over half of all urban consumption growth in the developed countries

It is always nice to have a new quote from McKinsey about the ageing business. This one come from a very recent publication Navigating a world of disruption. Tags:  Dick Stroud global consumption statistics Facebook Like Google Plus One
Tags: Marketing, Mckinsey, Facebook Like Google, Dick Stroud


Getting customer service out of the defence - Futurelab and infinIT.cx

Munich, 25th Jan  2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around customer service - within businesses and amongst customers alike. Futurelab and infinIT.cx have joined forces to change this and to show the value of customer experience. Tags:  Stefan Kolle customer experience partnerships Facebook Like Google Plus One
Tags: Marketing, Munich, Facebook Like Google, Futurelab, Stefan Kolle


Getting customer experience out of the defence - Futurelab and infinIT.cx

Munich, 25th Jan  2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around it - within businesses and amongst customers alike. Futurelab and infinIT.cx have joined forces to change this and to show the value of customer experience. Tags:  Stefan Kolle customer experience partnerships Facebook Like Google Plus One
Tags: Marketing, Munich, Facebook Like Google, Futurelab, Stefan Kolle


Resurrecting the Dead Horse Theory

I challenge you think about things differently in 2019. What got us here won't get us there, right? I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 article in the Guardian, that I felt needed to be resurrected. I had never seen this before. You can read the article by clicking the link above, but here it is in its entirety. I guarantee that you'll nod your head and chuckle embarrassingly as you read it! Tags:  change efficiency productivity Annette Franz (Gl...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki, Dakota Indians


Marketing Is Critical To Success in 2019 and Beyond

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 creat Tags:  Denise Lee Yohn marketing innovation Facebook Like Google Plus One
Tags: Marketing, Peter Drucker, Denise Lee Yohn, Facebook Like Google


If nothing else, AARP is persistent in promoting the value of the 50+

When I first became involved in the Ageing Business - a long, long time ago - AARP had been at it for years. And here they are today, still plugging away to make corporate America aware of the economic values of oldies. Tags:  Dick Stroud aging population AARP statistics Facebook Like Google Plus One
Tags: Marketing, America, AARP, Facebook Like Google, Dick Stroud


What #CX Professionals Wanted to Know in 2018

What was on the minds of CX professionals in 2018? And, most importantly, what does it mean for 2019?  That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year! It's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) posts, the most-read CX Journey™ posts, that I wrote last year. ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


DCX/CRM: Avoiding Failure (4)

This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here. Tags:  Maz Iqbal business transformation IT business consulting Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Maz Iqbal


5 #Leadership Books You Must Read in 2019

What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Let's dive in. Tags:  ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Change Vision: Getting Employees on Board with Your Transformation Journey

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018. Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome. Tags:  Annette Franz (Gleneicki) change management customer experience Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


DCX/CRM: Avoiding Failure (3)

This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM.  The first ‘conversation’ dealt with articulation-understanding-ownership of requirements.  The second ‘conversation’ dealt with the challenge of integration.  This third conversation deals with the matter of thinking/collaboration that necessarily Tags:  Maz Iqbal business transformation IT business consulting Facebook Like Google Plus One ...
Tags: Marketing, Facebook Like Google, Maz Iqbal


DCX/CRM: Avoiding Failure (2)

In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes to time, to budget, to end-user expectations.  And, I dealt with that which I consider as one of the most important sources of failure – inserting business analysts between those who will be using the technology and those configuring/building that technology. Tags:  Maz Iqbal business transf...
Tags: Marketing, Facebook Like Google, Maz Iqbal


DCX/CRM: Avoiding Failure (1)

Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation” in them like business transformation, enterprise transformation, or digital customer experience transformation. There are many factors that contribute to failure. Today, I wish to focus on the business requirements that represent the demand that the technology must deliver. Tags:  Maz Iqbal ...
Tags: Marketing, Facebook Like Google, Maz Iqbal


Brands to Watch in 2019

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 figure out how to navigate an economy that will likely end up slowing down in the back half of the year.  Here’s the list of brands I’ll be keeping my eye on...
Tags: Marketing, Denise Lee Yohn, Facebook Like Google


Putting the Customer into Customer Experience

Let's put the "customer" into customer experience. What does that mean? If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result. What is customer understanding? And how can you achieve it? Tags:  Annette...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


6 Steps From Journey Maps to Outcomes

Did you know that journey maps are more than a tool?   Tags:  Annette Franz (Gleneicki) journey mapping customer experience design thinking journey map Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Why Do I Need Data in My Journey Maps?

Are you adding data to your journey maps?Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map!In it, I advocated for mappers to add data to their journey maps. I wrote that...   Tags:  Annette Franz (Gleneicki) customer experience customer journey journey mapping Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Gen Z and Millennial marketers love diversity - just one exception - oldies

The image company Shutterscock has published some data showing how open minded and inclusive Gen Z and Millennial marketers are when it come to using imagery and advertising messages that embrace same-sex couples, transgender models, people with disabilities and gender-fluid models.Big round of applause!!!! Tags:  Millenials Dick Stroud gen z marketing Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Dick Stroud, Shutterscock


Employee Experience Comes First

There should be no doubt: companies must recognize that employees come first. I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast. Tags:  core value Annette Franz (Gleneicki) employee experience leadership Facebook Like Google Plus One
Tags: Marketing, James Conrad, Facebook Like Google, Annette Franz Gleneicki, Mary Drumond, Worthix


These 27 Organizational Values Are the Key to a Healthy, Effective Culture and Powerful, Valuable Brand

In a previous post, I introduced the nine brand types that all brands fall into.  I explained that in my years of experience working on a broad range of brands, I found that, although no two brands share the exact same brand identity, there are really only nine general brand types. This post is about the relationship between these brand types and the organizational values that support them. Tags:  Denise Lee Yohn organizational values brand types brand culture Facebook Like ...
Tags: Marketing, Denise Lee Yohn, Facebook Like Google


#CX Buzzwords or the Real Deal?

The customer experience profession has a lot of buzzwords. Tags:  buzzwords culture customer experience customer journey Annette Franz (Gleneicki) transformation Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Customer 360, Dreamforce 2018, The Langoliers, and a Wish

OK, weird title – but stay with me, promise it gets better and it is a great point on data use.   Tags:  Esteban Kolsky customer 360 customer experience customer data Facebook Like Google Plus One
Tags: Marketing, Esteban Kolsky, Facebook Like Google


What Does the Future of #CX Look Like?

I'm already seeing it: people are starting to talk and write about customer experience trends for 2019.    It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!)   Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.   Why?   Tags:  Annette Franz (Gleneicki) customer experience consumer trends Facebook ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Companies Need An Employee Brand Engagement Reality Check

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.   Tags:  Denise Lee Yohn brand culture employee brand engagement Facebook Like Google Plus One
Tags: Marketing, Denise Lee Yohn, Facebook Like Google


Marketplaces, Platforms, Ecosystems, and You

If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things.   No, I won’t be doing any more one-page summary of complicated topics, sorry.   Tags:  Esteban Kolsky marketplaces ecosystems leadership Facebook Like Google Plus One
Tags: Marketing, Esteban Kolsky, Sameer Patel, Kahuna, Facebook Like Google



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