About this blog
I write about communication, leadership and change, drawing on a 30-year career in journalism, public relations and management.
Tag Archives: customer experience
Libraries can teach us something about customer experience
When’s the last time you went to the library, and what did you go for? If you’re like most Americans, you’ve used your local library’s services at least once over the past 12 months to borrow books or other media, … Continue reading
Posted in Marketing, Organization, Technology Tagged Andrew Carnegie, books, customer experience, libraries, Ray Oldenburg, reading 2 Comments
The seven habits of highly effective enterprises
McKinsey & Company published a short article a couple of weeks ago that is long on leadership and organizational insight. “The seven habits of highly effective digital enterprises” by ’Tunde Olanrewaju, Kate Smaje and Paul Willmott is worth a read, … Continue reading
Posted in Leadership, Management, Technology Tagged customer experience, data driven, digital, Jim Collins, McKinsey, Steve Jobs, talent, transformation 1 Comment
Roy Rogers and ‘good’ brand incongruence
I didn’t make it up—“brand incongruence” is an actual term. It’s when a company or organization does something that is incongruent with its brand attributes. To put it in the parlance of brand storytelling, your brand is acting out of … Continue reading
Posted in Marketing Tagged brand awareness, brand incongruence, brand promise, customer experience, Roy Rogers 4 Comments
WWSJD (What Would Steve Jobs Do)?
I’ve been reading Walter Isaacson’s biography of Steve Jobs, which describes the late Apple CEO’s obsession with branding, product design and customer experience. One aspect of his personality that I can relate to was his penchant for details and perfection. … Continue reading
Posted in Careers, Marketing Tagged Apple Computer, customer experience, Steve Jobs 8 Comments