In a year that has forced so many brands to rethink plans, revisit marketing strategies, and revise budgets, it helps to step back, take a breath, and check the landscape from somewhere above the tree line. In other words, get out of the weeds. Not always easy. But so...

You're likely familiar with the concept of "React, Respond, Recover" as a framework for describing how businesses can successfully navigate and survive crises. As with so many things brought on by the current international pandemic, I find that model useful – but...

Plans are funny things. You can’t expect to achieve aggressive goals without one. But honestly, you can’t expect to achieve them even when you do have one. Not even a great one. Yet too often, we human beings fall into the same old trap. We set lofty goals, we...

Sometimes, when you’ve had your nose to the grindstone, working on something extremely important and terribly urgent, a little dose of everyday wisdom and common-sense context can be incredibly rejuvenating. That’s especially true for brand leaders, customer...

3 Smart Steps Every CX Leader Should Take Now In a year marked by countless unknowns, challenges, and unexpected opportunities, brace yourself for a few more rides on the roller coaster. Here come the holidays. For many organizations, what happens between Halloween...

(It Will actually save you money. Here’s how.) A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience. Long considered one of the...

Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And during times of rapid change, people’s priorities often shift in unanticipated ways. But for many people this year, needs, wants, and...

I recently wrote an article, “The Future of Customer Care is Here,” for CIO Applications magazine about customer care and how COVID-19 has not only accelerated the embrace of cloud-based, virtual platforms, but has driven fundamental changes in customer expectations....

I’ve been following a series of articles by Jim Tincher for Heart of the Customer in which he tackles this fundamental (and beautifully simplified) truth: “If you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer,...

Is Your Hyper Focus on Keeping Every Customer Causing You to Lose Your Best Customers In a year marked by unwelcome surprises, economic uncertainty, and worry aplenty, the drive to retain every possible customer is understandable. But it may not be a particularly...