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Customer Experience Strategy

How to Successfully Market to Generation X

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The forgotten middle child or the sandwich generation, previously known as “the slackers” or being the “problematic” generation because they never really tried very hard and are very independent. They were the first generation of “latchkey kids” with dual-income families and an increased divorce rate of their parents. Gen X is the smallest generation born between the years 1965-1979. They are juggling raising their kids, paying mortgages and tuition,...

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Solve Your Big Marketing Challenge with an On-Demand CMO

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Tell me where you want to be, and I’ll get you there.

Executive-Level Expertise | Interdisciplinary Approach | Cost-Effective

 I Want a Fractional CMO

What is a Fractional Chief Marketing Officer?

A Fractional CMO provides your business with the executive-level guidance of Chief Marketing Officer without the added expenses of salary, benefits, and other perks given to full-time executives because they (usually) split their time between several companies.

A Fractional CMO...

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When You Want Executive-Level Results at a Fraction of the Price

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Tell me where you want to be, and I’ll get you there.

Fresh Perspective | Executive-Level Expertise | Interdisciplinary Approach | Cost-Effective

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What is a Virtual Chief Marketing Officer?

A Virtual CMO is someone with the ability to work with you to reveal your business goals, design the strategy, programs, and operations you need to reach them, and then execute – all without having to hire and manage full-time staff.

A Virtual CMO can save your...

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The Future of Brands in a Post-COVID-19 World

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Late spring is when the chatter about “generations in the workplace” takes over my newsfeed. It makes sense, seniors are getting ready to graduate and executives need to know what they are in for with “this generation”. And, every year it is pitched as “something new” or “something impossible” or…well you get the idea - you’ve read the articles.

What’s often not talked about is WHY is this generation the way they are? WHAT...

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How to Build a Steady Stream of Referrals Right Now

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It’s easy to assume that your clients will refer you—after all they chose to do business with you and we all know you are AH-MAZ-ING! Right?!?!

Yeah, not so much.

Just because your clients chose to do business with you, doesn’t mean they will refer you. That is a fact.

You already know that a customer will share a bad experience with a company at three times the rate of a positive experience. So first a client has to have liked doing business with you—that’s...

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Are You Really Suffering from Snowflake Syndrome?

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A while back in one of my first books, I wrote about what I call “Snowflake Syndrome” and it was the hit of the book. That chapter was popular beyond the specific industry that the book was written for. Recently, I have had a few encounters that have reminded me of it and got me thinking that maybe I should expand upon it and release a new book. Maybe…what do you think? 

So just what is Snowflake Syndrome? It’s when a brand believes that it is unique in its...

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How to Respond to a Negative Comment in a Way that Generates More Business

Some people just love to hate. That hate can affect the reputation of your brand and cost you your next client.

Imagine going into the office on Monday morning to discover that someone has written a scathing one-starreview of your company on a site that you regularly generate leads from and currently have a five star rating. The woman who wrote the review was not a client, but someone who had asked that you meet with her and provide a quote. This woman received quotes from multiple companies...

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Really, How Well Should Your Customers Know You?

A popular question that businesses are asked is “How well do you know your customer?” It is a great question. It’s fabulous because if you actually take the time to dive into it, you’ll discover who your customer is beyond stereotypical demographics. You’ll get to the personality traits and the personal interests of your customers. Simply put—the more you know, the better you are able to target and predict their buying behavior.

The flip side of this question is “How much do your customers...

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Do You Actually Know Your Client?

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One of the main challenges that businesses face is...

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Who wants to be “Monetized”?

Customer HerdEvery brand has multiple tribes: your target market, your clients, your employees or your vendors, all of them work with you and follow you for a set of reasons. I spend a lot of time working with companies developing an understanding of just who their tribes are, how to communicate with them, and how to grow these multiple tribes.

Loyal tribe members are often referred to as having brand loyalty. What is critical to understand is they will not be loyal to you because you paid them, twisted...

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