What counts? What hits?
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.
In a personal matter: It’s time for change
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 […]
Platform Economic, the Core of the Digital Revolution
We all know platforms like Amazon, Google, AirBnB or Facebook. What is making them successful and what can we learn from them?
Orchestrating the whole
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.
The Marketing Master Plan
Building up a brand is first of all focussing on the customer. Who is the driver of it and how can we successfully build the right Customer and Brand Experience?
The 4 Stages of the CX Framework
True CX requires lateral thinking. We need to transform our mindset, break down silos and face the operational marketing challenges. Stage 1 – Vision & Strategy The first silo is the corporate structure. We have sales, marketing, client service / support, product management and more. all with own goals which are mainly corporate driven. Is […]
The X Principle within Transformation
Do you see the X within transformation? Often we talk about digital transformation… which is not about digital, it’s about transformation. This transformation means not just using digital tools & channels, it means changing the entire business… and this in direction to the customer and his experiences with our products / services.
Do you know why your #Transformation is no #Transformation?
Very often I see people talking about all the buzzwords and then they start doing something “new”. In real they don’t dare to change something fundamental.
Why the #CustomerJourney has very less to do with #CX
#CustomerJourney is a process and the point where someone is in his path to purchase for example. It is not a perception what a experience is more to be.
You stuck in business as usual…
….and don’t know how to move? You know all the buzzwords which are going around, but you don’t know how to bring them on the road?