For customer experience to translate into improved financial performance and serve as a competitive advantage, it must be embraced enterprise-wide. It must be implemented in a cross-functional manner — and, it has to be a priority for you and your entire C-suite. Here are 10 commitments you must make, as the CEO, if you want [...]
Many executives think purpose is paramount to business success. Others believe a rock solid go-to-market strategy is what defines market leaders. Some see the company’s core values as the cornerstone of organizational success. And still other executives believe telling a differentiated, customer-centered corporate story is what drives business performance. The truth is, each of these [...]
Every leadership team and company goes through it. The company grows, the vision becomes blurry, the strategy becomes less obvious across the organization, they lose sight of their original purpose. It happens. The question is, what do you do about it? Most companies think a new corporate slogan, branding campaign or company meeting will do [...]
At times, C-suite executives and business leaders lose sight of this simple fact: We live in a noisy, complex world. While executives may spend hours thinking about the company’s strategy and story — customers, employees and partners don’t. In fact, many business leaders are amazed to learn that 70 percent (7 out of 10) of [...]
As a C-suite executive or leader you know there is nothing more important than clarity. Clarity in the story you want to tell. Clarity in the strategy you want to execute. When a company is just starting out, the company’s story and strategy are crystal clear. To everyone. But then two things happen. Growth. Change. [...]
We close out the year with four articles that explain how leading CMOs and CXOs are creating winning corporate cultures. Why Culture Doesn’t Really Eat Strategy for Breakfast 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 [...]
Below are four must read articles that explain how your corporate story and strategy play a critical role in building a winning culture. Why Culture is the Byproduct of Story and Strategy 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 [...]
This week we share four articles that explain why delivering a consistent corporate story in the customer experience is critical to success. Why Delivering a Consistent Story Matters Insight Agents, a strategy consultancy, described the critical nature of consistent messaging when they noted, “… clear and consistent messaging across all channels is vital in providing [...]
Below are four must-read articles that speak to the impact corporate messaging and your story play in the customer experience. The Bedrock of Customer Experience Your company’s message is the thread that connects the customer experience. It’s the one thing that can truly make a difference in what your customers think about your company. From [...]
From now until the end of the year, our OnMessage Minute will include the best of 2016. Each week we will organize content based on similar topics. This week, we are sharing must read content on the topic of the CMO’s role in the customer experience. The Customer Experience and Its Profound Impact on [...]
