As a practitioner, manager, and board director, and as a widely read observer, i can say clearly that Companies which create exceptional customer experiences can set themselves apart from their competitors and produce significantly better business results.
The practice of mapping the journey of our customers, is well established, but typically these elements have been treated distinctly- a piece of point of sale, a price, a sponsorship, and while there is typically oversight from a brand perspective to ensure there is fit with the brand, there is often little co-ordination from a customers perspective to ensure these touch points align to create a co-ordinated and self-reinforcing customer journey,
thats why I’d like to discuss moving from discussing elements of a marketing plan to the overall perception of the plan from a customers perspective.… Read more
Ive sat on Boards of Directors (BOD) for the last couple of decades and all to often I’ve seen battles between board members who really would prefer to run the company.
Running the company is the role for Operational Executive staff, not for the Board. So if running the company isn’t was a BOD should do, what is?
Whether you’re a BOD member of a new start up, or a SME, of a multinational, knowing exactly what you are really responsible for is critical to ensuring a successful business. … Read more
The new US President has had quite an impact on the business environment in the few short weeks he’s been in power. The new phenomena just shows the potential power of twitter. It appears his every tweet generates a reaction, but I think reactions will dim. Like the boy who shouted “Wolf”; the world may pay less and less attention to the alternative-fact ramblings coming from Trumps twitter feed.… Read more
Since the Federal reserve and just about every Western country tried to reflate us out of the 2008 depression, there have been many people crying INFLATION.
Inflation creates a specifically strong reaction amongst many (older) people who’s parents or grandparents were ravaged by inflation during the middle of the 20th century or who bore the brunt of inflation in the 1970s. … Read more
There is a whole literature about success being born from failure.
And, yes, in essence I agree with this big idea; that only through testing yourself and accepting that your testing could produce failures, can you create a successful business, strategy, approach, career etc.
As a new General Manager, you’ll be counselled by your HR team to be tolerant of failure, to support failure, to even encourage failure as a means to speed success.… Read more