Archive for the 'Customer Experience' Category

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

Do Experiences Matter for Employees?

Posted on November 1st, 2016 · Posted in Customer Experience, Storytelling

November 1, 2016 by Carla Johnson In the conversations that I have with companies about how they can create more delightful experiences for customers, the role of employees often comes.. read more

Design Experiences Not Content

Posted on October 27th, 2016 · Posted in Customer Experience, Marketing, Storytelling

October 27, 2016 by Carla Johnson Early in my career I worked for architecture firms. That phase was one of the most valuable times of learning in my career. One.. read more

The ROI of Improving Employee Engagement

Posted on October 18th, 2016 · Posted in Customer Experience, Internal Communications

October 18, 2016 by Michelle Smith Many leaders have spent countless hours hoping for business to return to pre-recession vitality levels. They’ve waited for something to rescue them from the.. read more

From Stories to Experiences: Marketing’s Evolving Role in Creating Value

Posted on September 27th, 2016 · Posted in Branding, Customer Experience

September 27, 2016 If ever there were a profession suffering from motion sickness, it’s marketing. Upheaval from a sea of constant change is truly the new norm. Sure footing is.. read more

Don’t Be Trapped by Form

Posted on August 30th, 2016 · Posted in Customer Experience

August 30, 2016 by Robert Rose When I first came to Los Angeles, one of my screenwriting instructors told me something that I still find invaluable today. He said, “When.. read more