Why Customer Experience Is Failing

May 1, 2018 By Carlos Hidalgo A recent headline read as follows, An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing . . . To Differentiate.  The article, written by Bob Thompson goes on to detail various issues most organizations experience that prevent them from achieving customer experience success. It is hard to argue with the points in the …

Know Your Customers “Job to be Done”

November 15, 2016 by Carla Johnson I was talking to the CMO of a $7 billion technology company this week about his secret to success. In just two short years, he’s been able to build a highly innovative, highly accountable team that delivers customer value. And I don’t mean “value” as in people recognize the logo when they see it. …

The Difference Between Brand Purpose, Vision and Mission

September 6, 2016 by Carla Johnson The ability for a brand to separate itself from the rest of the market and rally employees to deliver distinguishing experiences for customers is a challenge for every company. Taking care of the daily details of running a business of any size is demanding. Add to that the fact that more customers want to …