The Copernican Shift

Collecting, managing, and applying feedback is a critical piece of the CX process. In today's summer flashback episode I go back to my P&G days to regale you with a story about marketing recommendations, and the gift of honest, unfiltered feedback.

It's an exciting time to be in marketing. Organizations are finally waking up to the fact that their brand isn't what they say it is. Their brand is a reflection of the experiences they land with their customers. In this Adweek webinar, Danny Wright and I talk about the three fundamental shifts that are transforming customer expectations, and the steps you can take to make your customers happier.

Danny Wright is the Chief Brand Officer at Adweek. Find him on LinkedIn at:https://www.linkedin.com/in/dannywright/

I've said this before (and I'll probably say it again), but there has never been a better time to be a marketer. In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement — a sea change that gives brands unprecedented marketing potential. You'll hear examples of how leading brands have implemented mass 1:1 marketing, and learn the steps you can take to copy their success.

Or, watch the webinar here: How the World's Greatest Brands to Mass 1:1 Marketing

Your brand is not what you say it is. Your brand is what your customers think it is. And that's built on experiences, including purchasing, support, and customer care. In part 2 of my discussion with Rob Harles we talk about our unhealthy obsession with scale, and why we need to spend more time listening, engaging, and communicating with our brand communities.

Rob Harles is the Global Lead for Modern & Emerging Channels for Accenture Interactive. You can find him on LinkedIn https://www.linkedin.com/in/robharles/ or Twitter https://twitter.com/robharles

Have we lost sight of why we're focused on the customer experience in the first place? In today's episode, Rob Harles and I take a walk in our customers' shoes to discover how to make the customer experience human again.

Rob Harles is the Global Lead for Modern & Emerging Channels for Accenture Interactive. You can find him on LinkedIn https://www.linkedin.com/in/robharles/ or Twitter https://twitter.com/robharles

Customer communication preferences have changed. And the pace of change has only accelerated during the past year. In this CX Network Live webinar, Georgina Wilczek and I talk about how to have meaningful conversations with your customers, and why great customer service must integrate all communication channels.

CX Network Live: https://www.cxnetwork.com/events-cxn-live-contact-centers/agenda/day-one

In today's episode we imagine a richer, more satisfying retail shopping experience. An experience where we're known, valued, and appreciated. Is that too much to ask? (spoiler alert: no). Today we're talking about the Apple Store.

Feeling overwhelmed? You're not alone. Today Neha and I tackle stress, provide some thoughts on how to manage a jam-packed schedule, and explain why multitasking isn't really a thing. All of this, and a couple of breathing exercises to keep you on track.

Selling has always been about relationships. But on social media, this concept is generally ignored. Twitter, LinkedIn, and Facebook become the equivalent of the non-stick pan guy at the state fair, making as much noise as possible to get attention. On today's episode, Dennis Mathew and I talk about how to create genuine, authentic social selling relationships that will benefit your customers — and you.

Dennis Mathew is a social media and marketing consultant. Find him at: https://theclassicpartnership.com

We talk a lot about experiences, but today is where the rubber meets the road. Literally. Continuing on our "Imagine" series, I look at a product that really hasn't changed much in the last 70 years — tires. They're among the most important safety features of our cars, and they're ripe for CX transformation. Because so much is riding on your tires.