Archive for the 'Customer Experience' Category

Why Customer Experience is Rooted in Story

Posted on February 23rd, 2017 · Posted in Customer Experience, Marketing, Storytelling

February 23, 2017 by Carla Johnson Stories have characters – heroes, villains and mentors. They have a setting. They have plots that unfold over time. And they have themes. The.. read more

How Empathy Will Grow Your Sales & Marketing Pipeline

Posted on February 14th, 2017 · Posted in Customer Experience, Marketing, Sales

February 14, 2017 by Brian Carroll We have more marketing channels and more content than ever before, but it’s become harder to actually connect with customers. Here’s what I mean… read more

Improve Employee Engagement to Improve Customer Experience

Posted on January 24th, 2017 · Posted in Customer Experience, Storytelling

January 24, 2016 by Carla Johnson 2016 certainly had its share of customer experience challenges – airline system outages, tainted burrito ingredients and exploding balancing scooters. Understanding how these gross.. read more

Creating the Connected Customer Experience

Posted on January 3rd, 2017 · Posted in Customer Experience

January 3, 2016 by Carla Johnson We live in a world of constant connections – access to anything, anytime, anywhere. Consumers and customers are empowered with more information than ever.. read more

Why Context is More Important than Content in Marketing

Posted on December 20th, 2016 · Posted in Customer Experience, Marketing

December 20, 2016 by Tony Zambito The transformation to a digital economy has shifted behaviors considerably in the past decade.  Meaning marketers today must account for how to adapt to.. read more

Silo-Busting for Better Customer Experience

Posted on December 9th, 2016 · Posted in Customer Experience

December 8, 2016 by Carla Johnson One of the biggest challenges in delivering a seamless, consistent customer experience is organizational silos. Silos hurt the flow of information and fracture employee.. read more

97 Customer Experience Stats Marketers Need to Know

Posted on December 1st, 2016 · Posted in Customer Experience

December 1, 2016 by Carla Johnson By 2020, customer experience will overtake price and product and the key differentiator between brands. Are you prepared? While most business leaders admit the.. read more

Know Your Customers “Job to be Done”

Posted on November 15th, 2016 · Posted in Customer Experience

November 15, 2016 by Carla Johnson I was talking to the CMO of a $7 billion technology company this week about his secret to success. In just two short years,.. read more

86% of CMOs Say Marketing Will Own the Customer Experience by 2020

Posted on November 10th, 2016 · Posted in Customer Experience

November 10, 2016 by Carla Johnson In the midst of buyer complexity marketers are getting the message that it’s time to change their role in the business. A report from.. read more

CEOs Put CMOs in the Hot Seat to Deliver Disruptive Growth

Posted on November 3rd, 2016 · Posted in C-Suite, Change Management, Customer Experience

November 3, 2016 by Carla Johnson In a new report from Accenture Strategy, The C-Level Disruptive Growth Opportunity. Chief Marketing Officers: What your CEO Might Not Be Telling You, authors Kevin.. read more