CEO Commitment to Customer Experience Assessment.

By | 2016-11-14T15:19:43+00:00 July 28, 2016|Categories: Resource|

This assessment tool will tell you what you need to know. Want to truly assess and understand the level of commitment your CEO has to customer experience management? What about your entire C-suite? This assessment will help you identify where additional commitment may be required from your executive team to successfully institutionalize and [...]

Why Culture Doesn’t Really Eat Strategy for Breakfast

By | 2016-12-06T16:43:36+00:00 July 21, 2016|Categories: Customer Experience|

Peter Drucker famously said, “Culture eats strategy for breakfast.” Well, that’s not really true. Culture is intrinsically connected to your strategy. And story. It’s the very manifestation of the two. Your story frames the mindset and belief system in your culture. When employees have a deep understanding of what your company stands for, what it [...]

10 Commitments CEOs Must Make to Realize Customer Experience Success.

By | 2016-11-14T15:19:43+00:00 July 14, 2016|Categories: Resource|

For customer experience to translate into improved financial performance, CMOs need their CEO to fully commit. Why? Without serious commitment from the CEO, customer experience becomes just another business fad. It becomes something a few members of the team talk about for a while before it quickly fades to black. It’s never institutionalized. It’s [...]

The culture divide: when desire and reality clash

By | 2016-11-14T15:19:43+00:00 July 14, 2016|Categories: Customer Experience|

Ask any number of business executives to define culture and you will get a wide-range of definitions. So, for the purpose of this week’s OnMessage Minute, we will define culture in the following way, courtesy of DecisionWise: “An organization's culture consists of the values, beliefs, attitudes, and behaviors that employees share and use on a daily [...]

Why Culture is the Byproduct of Story and Strategy

By | 2016-12-06T16:33:51+00:00 July 6, 2016|Categories: Customer Experience|Tags: |

You’ve probably heard the quote “culture eats strategy for breakfast.” Well, that’s not really true. In fact, we believe that culture is intrinsically connected to your strategy. And story. In fact, it’s the very manifestation of the two. Your story clearly defines your company’s positioning, purpose, vision, mission, values and promise to customers. Your strategy [...]