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Monday, June 17, 2019

What’s the Story Behind Your Customer Experience?

CEOs, CMOs and other business executives are quickly coming to the realization that every aspect of the organization must work together to achieve lasting customer experience success. Every aspect of the business that touches the customer … matters. It’s not just about successful lead generation. It’s not just about great sales conversion rates. It’s not […]
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Barriers Preventing You From Telling a Consistent Story in the Customer...

In the experience economy we live in today, customers have unprecedented access to your company. Their experience spans more people, processes and technologies than ever before. This has resulted in an explosion in the number of ways they interact with your business. The greatest impact of this explosion has been felt in three key areas: […]
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Creating Clarity and Conviction in the Mind of Your Customer.

Clarity and conviction in the mind of your customer starts with an authentic and consistently delivered corporate story. To establish clarity and conviction, CMOs must first address the enterprise-wide messaging development and delivery problem that exists across all three phases of the customer experience (self-service, sales, post-purchase). The CEO, CMO and customer experience leaders must […]
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Enough already about online. And, enough about digital journeys.

For the past several years, CMOs in business-to-business companies have been consumed with digital channels and technology. They have been focused on launching, connecting and optimizing online content and touchpoints with customers. And rightly so. All of this stuff is fairly new and has truly transformed the way customers engage with companies. With that said, […]
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It’s Not About Online or Offline. It’s About the Journey.

For years, experts have predicted that digital was going to be the demise of face-to-face marketing. However, customers clearly value both their online and offline experiences. They are continuously engaging with your company and consuming your corporate story through a multitude of channels. To them, it is not about online and offline. It’s about the […]
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CMOs Must Establish Ownable Positions in the Minds of Their Customers.

Are you executing a disciplined thought leadership strategy? If you are a CMO or marketing executive, one of your primary jobs is to define and own a distinct position in the mind of your target audience. The company’s thought leadership strategy and content play a crucial role in making this happen. And a true test […]
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