The Complexity of Delivering a Consistent Story in the Market.
The corporate communications, sales and marketing environment has grown exponentially complex. There are more people, processes, technology and media channels required to orchestrate the development and delivery of a clear, consistent corporate message than ever before. What was once a fairly centralized corporate messaging and delivery process is now a complex ecosystem with more moving […]
M&A Integration … a (Communication) Journey, Not a Destination.
Anyone who has been part of an M&A transaction understands the critical nature dates and specific events play in the process. There’s the letter of intent, the deal close date, public announcement and of course Day 1 — the day these separate companies begin the journey of becoming a single, high-performing operating entity. All these […]
Sharing a Consistent Story in the Market … Starts on the...
We talk a lot about the value and importance of infusing your corporate story into your culture and customer experience. It is the process by which leading companies secure a clear position in the market and in the minds of their customers. So, you probably understand why your biggest advocates “must be” your employees — […]
CEOs – 6% of Your Time on the Frontline and 3%...
CEOs and C-suite executives have a really tough job. We should know. We work with them every day. They have to keep their eyes focused on where they are going and ensure they don’t leave the rest of the organization behind. That said, most C-suite executives spend the majority of their time with direct reports, […]
How Culture Impacts the Customer Experience and Financial Performance.
Everybody loves a good deal. Getting a quality product or service for a great price is the type of thing customers brag about on social media, and it is also the core principle behind the billion-dollar discount retail industry. But do you know what customers enjoy just as much, if not more? The (hopefully) delightful […]
Overcoming the Barriers to Building a Customer-Centric Culture.
As you set out to successfully create a customer-centric culture in your company, be prepared to see a sizeable return on your investment. At the same time, be ready for some twists and turns along the way, because there’s more to this kind of cultural shift than meets the eye. Here are three obstacles to […]
Customer Centricity Starts But Doesn’t End with Marketing.
While marketing teams are comprised of expert communicators and brand messaging pros who can get the word out, it takes all hands on deck to get an entire company to embrace a customer-centric culture. According to Bain & Company, the best businesses use an across-the-board approach to encourage employees in changing their behavior and then […]
Why Marketing Executives Must Become Outcome-Obsessed.
“Until Marketers start speaking the P&L language of their CEOs and until they start tracking business outcomes … they will continue to lack credibility in the eyes of their CEOs.”– The Fournaise Group This quote is based on findings from a survey of 600 CEOs at large and SMB companies. And, I believe it speaks […]
Customer-Centric Culture: It All Starts with Getting Everyone to Listen.
What, if anything, is your company doing with customer feedback? Hopefully, you are gathering such data and treating it like the valuable commodity it is. Because companies that truly understand their customers’ wants and needs — and then successfully deliver on them — are positioned for increased customer loyalty and engagement as well as long-term […]
Is Your Story Part of Your Company’s DNA and Customer Experience?
Chief marketing officers and other C-suite executives across all industries recognize that customer experience is crucial as both a business driver and key differentiator. In today’s “constantly connected” world, customers expect a cohesive experience across all touchpoints. When this expectation is not met — when the link between what a company says and what it […]
