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Culture Isn’t Part of the M&A Integration Game … It Is...

Lou Gerstner, former CEO of IBM Corp., once said culture isn’t just one aspect of the M&A integration game, “... it is the game.” So,...
Get with the program.

Get With The Program. Your Acquisition Strategy Has to Change.

We live in the digital age, an age in which the customer drives the majority of the buying process via online research before...
Change your employees’ story. Change your customer experience.

Change your employees’ story. Change your customer experience.

According to Enterprise IG, 70 percent of customers’ brand perception is determined by conversations with employees; and yet, Gallup Poll found that only 41 percent of employees understand what their companies stand for. What stories are your employees telling? And how would you go about changing these stories to create a clear and consistent customer experience? […]
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Customer Centricity Starts But Doesn’t End with Marketing.

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 […]
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How Culture Impacts the Customer Experience and Financial Performance.

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 […]
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Overcoming the Barriers to Building a Customer-Centric Culture.

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 […]
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Why marketing executives must become outcome-obsessed.

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 […]
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Customer-Centric Culture: It All Starts with Getting Everyone to Listen.

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 […]
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5 Ways You Can Make Your Brand Rise Above the Noise.

CMOs have long understood the need for developing and delivering a clear, consistent, compelling corporate message that crystalizes the position the business desires to...
Change your employees’ story. Change your customer experience.

Change Your Employees’ Story. Change Your Customer Experience.

According to Enterprise IG, 70 percent of customers’ brand perception is determined by conversations with employees; and yet, Gallup Poll found that only 41 percent...

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