Customer Experience Strategy

Digital Disruption: Remove Fear and Embrace the Opportunity


I was in a meeting the other day and the topic of digital disruption came up. The person I was meeting with described it as something that should almost be feared, which surprised me. I dove deeper into why he felt this way, what I learned was it was a response to some media-driven content that he was exposed to. So, I want to share with you how I explained digital disruption as an opportunity for him.

“Digital” is not a thing—it’s just as much a part of our lives as going to work, figuring out…

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Revealing the Differences in How to Market to Generation Z


Gen Z is just getting started and the future customer of every business. They were born between the years of 1996-2010. While they are young, they have all grown up with the Internet in their pocket, smartphones and tablets, and they prefer to use them over a computer.

What Key Events Influenced Gen Z?

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How to be Successful in Marketing to Millennials


The generation that the media loves to hate and is the most targeted in marketing was born between the years of 1980-1995. They have taken over the workplace and some don’t even remember a world without the Internet or cell phones.

What Key Events Influenced Millennials?

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How to Successfully Market to Generation X


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, getting ready to retire, and caring for their…

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Solve Your Big Marketing Challenge with an On-Demand CMO


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 provides a broad an…

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


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

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

 Let's Chat

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 reputation and increase your rev…

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


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 influenced them to have the beliefs they have or their responses to mark…

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How to Build a Steady Stream of Referrals Right Now


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 different than getting alike on so…

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Are You Really Suffering from Snowflake Syndrome?


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 market and that the market should go …

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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-star review 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 and…

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