Customer Experience Strategy | CX Strategy

With the everlasting pandemic and urgent need for continuous digitization, it has become evident that buyers are savvier than ever—whether they realize it or not. Smartphone use for daily transactions has had a significant impact on the increasing digital trends. A recent survey has proposed that mobile users account for approximately 61% of the US population, while 187.5 million users will likely make a purchase using mobile or web by 2024. For digital marketers, it is vital to find effective w…

I was in a meeting the other day and the topic of digital disruption came up. The person I was meeting with described it as something that should almost be feared, which surprised me. I dove deeper into why he felt this way, what I learned was it was a response to some media-driven content that he was exposed to. So, I want to share with you how I explained digital disruption as an opportunity for him.

“Digital” is not a thing—it’s just as much a part of our lives as going to work, figuring out…

Gen Z is just getting started and the future customer of every business. They were born between the years of 1996-2010. While they are young, they have all grown up with the Internet in their pocket, smartphones and tablets, and they prefer to use them over a computer.

What Key Events Influenced Gen Z?

• 2000+ - Global Terrorism
• 2000s – Increased Awareness of Shared Family Responsibilities
• 2007-2009 - The Great Recession
• 2007-2013 – Increase in Gun Violence
• 2008 - Election of Barrack Obama…

The generation that the media loves to hate and is the most targeted in marketing was born between the years of 1980-1995. They have taken over the workplace and some don’t even remember a world without the Internet or cell phones.

What Key Events Influenced Millennials?

• 1970s-1990s - Rise of the Personal Computer “A computer on every desk and in every home” <-Microsoft’s First Mission Statement.
• 1980s – Rise of Video Games in the Entertainment Industry
• 1990-1991 – Operation Desert Storm /…

The forgotten middle child or the sandwich generation, previously known as “the slackers” or being the “problematic” generation because they never really tried very hard and are very independent. They were the first generation of “latchkey kids” with dual-income families and an increased divorce rate of their parents. Gen X is the smallest generation born between the years 1965-1979. They are juggling raising their kids, paying mortgages and tuition, getting ready to retire, and caring for their…

What is a fractional CMO?

A fractional CMO is a contract Chief Marketing Officer (CMO), retained on a part-time basis to provide executive marketing leadership for a growing business. They are a key part of your executive team brought in to take a holistic view of your business. They seek to understand your business objectives with enough clarity to develop fresh and impactful marketing strategies that will drive growth for your organization. They work with you to develop strategic insights, fo…

Hiring a CMO or Director of Marketing can be challenging. These are very important roles that can make or break an organization— especially when you factor in the costs of recruiting, benefits, and the equity you may have to hand over. To invest all this in finding a CMO when there is no guarantee they will be a fit is a massive risk to take on.

‍Fractional work is the new full-time employee. Whether you call it part-time, interim, gig work, virtual, on-demand, contract work, consultant, or fra…

Late spring is when the chatter about “generations in the workplace” takes over my newsfeed. It makes sense, seniors are getting ready to graduate and executives need to know what they are in for with this generation. And, every year it is pitched as “something new” or “something impossible” or…well you get the idea - you’ve read the articles.

What’s often not talked about is WHY is this generation the way they are. WHAT influenced them to have the beliefs they have or their responses to mar…

It’s easy to assume that your clients will refer you—after all they chose to do business with you and we all know you are AH-MAZ-ING! Right?!?!

Yeah, not so much.

Just because your clients chose to do business with you, doesn’t mean they will refer you. That is a fact.

Let’s set client experience expectations

You already know that a customer will share a bad experience with a company at three times the rate of a positive experience. So first a client has to have liked doing business with you—that’s …

A while back in one of my first books, I wrote about what I call “Snowflake Syndrome” and it was the hit of the book. That chapter was popular beyond the specific industry that the book was written for. Recently, I have had a few encounters that have reminded me of it and got me thinking that maybe I should expand upon it and release a new book. Maybe…what do you think? 

So just what is Snowflake Syndrome? It’s when a brand believes that it is unique in its market and that the market should go …