Customer Experience Strategy | CX Strategy

A better name for this stage would be “AHHH THERE’S ANOTHER FIRE”. You don’t know what you don’t know about your product, service, or market, yet.

This stage is all about identifying the actual problem that your product or service is intended to solve as well as the actual audience that is willing to pay for it. This is a reactive stage mainly focused on lead generation. All questions that need to be answered will fall into one of two categories:

• Are you creating a solution that fits the mar…

What does it mean to scale your business?
How is it different from growing your business?
Is scaling the same for all businesses?

These seemingly common questions have very different answers. Growth and scaling are often talked about as if they were one and the same. But they're not and it's important to know the difference.

Scaling is about increasing revenue without incurring significant costs. The intention is that as revenue grows, expenses only increase incrementally. When an organizatio…

The sales funnel is dead—well at least it should be. Yes, many companies love them, but the reality is, that building your brand with a lead funnel approach is a lot like a dog chasing its tail. It requires a lot of energy, for short-term results. The second you stop, the momentum stops, and you’re left feeling unstable and dizzy. If that isn’t enough, according to Forrester, less than one percent of the leads that come out of the bottom of that funnel will be loyal clients. That’s a lot of time…

A successful Go-to-Market Strategy unifies and streamlines the brand experience between a potential client through a repeat client and the processes between marketing, sales, and customer experience so well together that you can't tell where the one starts and the other stops.

It’s a practical path for creating alignment to go from launch to transform without losing momentum and stalling out somewhere along the way. A Go-to-Market Strategy is a foundation for building high-performing teams to s…

What does it mean to be interesting? According to Dictionary.com, interesting means “arousing curiosity or interest; holding or catching the attention”. Is your brand interesting? Does your marketing arouse curiosity or hold the attention of your intended audience?

To be interesting doesn’t mean you need to become a comedian or that suddenly you only share content featuring cute puppies. Being interesting means that you are interested in your audience’s needs and wants. It means that you can re…

More businesses are holding events than ever before. Technology and a global pandemic have made it a requirement that we learn how to navigate different ways of connecting with each other that build and strengthen relationships regardless of where in the world we are.

Not all events have to be market or client-focused events like conferences or workshops. Events can also include team meetings, department trainings, or gatherings to bring employees together from different locations. Regardless o…

Which is more important, quantity or quality? It seems like everyone has their own opinion about which one is “more” important. I think it’s asking the wrong question and seeks to justify an excuse. Yes, you need quantity because not every prospect is a good fit for your organization and yes, you need quality to ensure that your leads are qualified and likely to convert. It’s not one or the other, it’s both.

Most of your client journey is outside of your control. With all the modern technology …

The definition of art is the quality, production, expression, or realm, according to aesthetic principles, of what is beautiful, appealing, or of more than ordinary significance.

I like that last part, "more than ordinary significance". To me, art is the ability to see or do something beyond what is considered normal and, it often elicits an emotional response of some type.

In our culture, art is often associated with a fine art like painting, drawing, music, or acting. In business, it's often…

Our client, a 50-year-old membership organization had a small group of members with intense brand loyalty. These members would describe their relationship to the organization as “I owe my whole professional life to them”. There was a bigger group that expressed the sentiment “we know we can depend on you for only this”. These members would come and go based on when they needed one specific service that this organization was really good at.  

While they had some members who were very loyal, they…

In early 2021, I changed my tagline to Be Ready to Scale®. Shortly after that, I was meeting with a prospect and he asked me, “Why did you choose the word 'scale' instead of growth?”

At first, I was taken aback. It wasn’t a question I was expecting as we were talking about his company and how I could help him. I was happy to answer him though. It’s what makes me different from my competitors.

I explained that growth is something that is usually thought about in linear terms—a company acquires …