We have an orchestra with great musicians. We have different channels / areas like strings and wind musicians. What we need are more maestros with a holistic understanding, a detailed acting and a vision to bring things together in an innovative way.
As you may know I’m writing much about strategy and topics around. The “5 Myths About Strategy” by Stephen Bungay hit’s the core of many things I’m writing about.
The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation – Brian Solis
Raj Singh is the Chair of the Institute of Directors (IoD) in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For…
First of all it’s the mindset! We still build Customer Experience around the Brand and not vice versa. We can’t let go what we have learned for decades.
I have developed myself and it is now much more than Digital Marketing & Digital Transformation. The core is Customer Experience which is an online-, offline- and non-marketing topic. Change and Transformation are key elements beside Marketing. Marketing means the entire Communication and entire Interaction. So why naming this blog still Digital Marketing & Digital […]
End-to-End approach instead of silo or channel thinking. We are playing in silos which is still working for now… but how long will this last?
We all know platforms like Amazon, Google, AirBnB or Facebook. What is making them successful and what can we learn from them?
We are in times where we are talking about the Customer Experience, but do we comply with the CX approach? Ask your self where you are at the following 5 topics.
Marriott International Prioritizes Innovation in Guest Experience to Cultivate Brand Loyalty and Drive Growth – Brian Solis
There’s an old adage in business: A happy customer is a loyal customer. Focus on driving loyalty, and you cultivate a customer relationship that is not only special, but also incredibly rewarding for the business over a longer period of time. By putting loyalty at the center of everything, loyal customers become proud stewards of the brand, advocating their experiences and going out of their way to spend more time and money with the brand. In any given category, their…
Customer experience (CX) leaders must reach for and achieve increasing and evolving levels of CX maturity. That’s why the one customer experience management (CEM) tool that every CX leader must use is a CX Maturity Model.