You can’t fake it
“No matter how much money you spend on advertising, you can’t convince customers that you provide better experiences than you…
Category: Experience
Measuring marketing’s performance
Marketing Magazine’s industry advisory board chairman and Deakin University senior lecturer Michael Valos recently asked two good questions for an…
Customer experience is the new marketing
Is customer experience the new marketing? According to Gartner, 89% of companies expect to soon compete mostly on the basis…
Be braver and bolder
I have been asked by Marketing Magazine to write a career advice letter for publication in an upcoming edition. Here’s…
Welcome to the trust revolution
We are in the middle of a “trust revolution”, driven by transparency created by the Internet of customers, according to…
Who owns the customer experience?
Everybody agrees that we need to be customer-centric, customer focused and even customer obsessed, says Sirrus Decisions’ Megan Heuer in…
Is everybody on the call?
If you need to interact with people in more than one location, and which corporate role doesn’t, then you’ll relate…
Lean in: women in business, what would you do if you were not afraid?
Salesforce.com has just wrapped up its annual jamboree Dreamforce in San Francisco. It is our planet’s biggest business event, which last…
Are we talking past our customers?
McKinsey research says a surprising gap has opened up between the brand messages B2B companies communicate and what their customers…
Leading the brand experience: the CXO
Great customer experience doesn’t happen by accident. That’s why the most valuable player in your C-Suite should be the Chief…
