Why We Like Shiny New Toys

I recently presented at an analytics conference where a speaker in one of the customer marketing tracks said something that stimulated my thinking. He said, “Just because something is shiny and new or is now the ‘in’ thing, it doesn’t mean it works for everyone.” His statement got me thinking about some of the new…

A Higher Level of Customer Relationship Management: Building Closer Customer Relationships

Most businesses recognize the importance of creating a quality experience for customers doing business with them.  The thing that many business owners overlook is how their internal workflows and information management systems serve to either support or impede the delivery of a well-rounded positive customer experience.  Growing businesses must adjust their processes and improve their…

Customer Journey Mapping – Doing It Right

How is it that great intentions of customer experience professionals oftentimes dwindle to little action or impact? Is there something wrong with the customer journey mapping methodology? Was the final map not detailed enough? Did we miss something? These factors might have made a small impact, but the real reason for the little impact has to do with the intention.

Corporate Character? Don’t you mean Corporate Culture?

What’s that you say? Corporate Character? Don’t you mean Corporate Culture?

Not necessarily.

Corporate Culture is more of a company-driven belief system. Whether it’s derived from its mission statement, is spoken, or is simply “understood,” a company’s culture describes and governs the way the company’s stakeholders think, feel, and act.

But, a Corporate Character (or Company Character) is something different. It’s a bottom-up driven approach to customer engagement.

Effective Ways to Create a Cynical Culture

Cynicism requires a great deal of negligence to emerge in organizations. For a cynical culture to be created, it only takes one employee to start following the proven rules that will ensure Cynicism will spread into the hearts and minds of each and every employee.

Unlike other corporate initiatives, cynicism does not require sponsorship from top executives. It does not require consensus and acceptance by all. All it takes are a few woeful leaders who will neglect their role, fail to engage employees and cynicism, and who will quickly become an essential host citizen in your corporate hallways to spread the epidemic.

Here are three ways to start spreading Cynicism:

The Guiding Assumption

Your guiding assumption—what you really think about your customers—can be the biggest obstacle (or catalyst) to your success. In an era when customers are scrutinizing every move you make, you can not afford to assume that they are all not trustworthy.

Trust your customers. And if you don’t, find new customers you can. Running a business and establishing a relationship on the conviction that everyone around you is out to get you is not a recipe for business (or personal) success.

Did I Believe Criss Angel? Lessons in Experience Design

The Criss Angel Show “Believe” at the Luxur hotel in Las Vegas was true to what Las Vegas is all about: a constant attempt to outdo your competitors….

…[Although] the cynic in me did not buy into the magic and illusions, I did appreciate the experience and admire the showmanship and the work that went into the show. Criss Angel did not take his audience for granted and did his best to deliver the exceptional experience they paid for.