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Updated: 7 hours 36 min ago

The Customer Gap

18 hours 59 min ago

Customers are out-moving organization, creating a gap that has become the no.1 job for CEO’s to fill.

There is a growing divide between people and organizations. This is driven by the last forty years of societal change and the customers rapid adoption of new technology (link). The consequence is a change in how people make decisions (link) and more importantly; their demand patterns. Incumbents are now having to react to an expanding chasm of opportunities where a new generation of companies are taking advantage and disrupting existing industries.

Tags: Helge Tennøcustomer experiencescustomer gaptechnologycustomer centricity
Categories: Trends

Why Atoms Are the New Bits

Tue, 2014-04-22 12:11

Has digital technology really made us better off? While there are lots of impressive gadgets, the impact on our actual well-being has been surprisingly mild. In fact, by many measures, we’ve become worse off since personal computing took hold.

Tags: technologydigital livingGreg Satellfutureevolutionchange
Categories: Trends

Is Experience Blindness the Default State of the Business World?

Tue, 2014-04-22 12:00

Is the default condition of showing-up and operating in the business world that of experience blindness? Is the reason that so little progress has been made by so many on customer experience due to this experience blindness? Is experience blindness the cause behind so many workplaces having the same feel as hospitals?

Tags: customer experiencesMaz Iqbalorganisational behaviourcustomer needs
Categories: Trends

A Nice Compact Video About Ageing and the Global Differences

Mon, 2014-04-21 12:17

This is a well made short video you might want to use at presentations. Well made and makes some good points.

The BBC made this video based on the research by Pew. I wrote about the report a few days back. 

Tags: Dick Stroudageing populationfutureagegrey
Categories: Trends

If We Are Going to Compete for the Future, We Need To Do These 6 Things

Mon, 2014-04-21 07:05

Success used to be simple. You got a good education, found a job with a solid firm, worked hard and saved. Then you raised your kids to do the same. If you did the right things, you weren’t guaranteed riches, but a decent life was nearly a sure thing.

Tags: Greg Satellchangefuturetechnologyeducationprogress
Categories: Trends

Mercedes Is Driving Dangerously, Chasing Customers

Sun, 2014-04-20 17:01

Brazen.” “Provocative.” “Exuberant.” What automotive brand comes to mind when you hear those words? BMW? Audi? Maybe even Porsche?

Tags: Mercedesautomobilebrand strategyDenise Lee Yohn
Categories: Trends

No One Really Cares About Your Great Idea

Sun, 2014-04-20 16:30

I stumbled over a great Q&A over at Quora. Someone asked about what to do with their great ideas and inventions so that they won’t get cheated. I’ve decided to reproduce the question here and the answer by Jimmy Wales, founder of Wikipedia, as I often get asked the same question but in many different ways.

The question:

Tags: ideasDesign Translatorinnovationexecutioninvention
Categories: Trends

New MSI Blogger - Esteban Kolsky

Thu, 2014-04-17 19:47
It's high time we introduced another author who has been so kind as to join our MSI blog, namely Esteban Kolsky. A seasoned customer strategist and a researcher, Esteban is a promoter of translating statistics and facts into practical solutions.Tags: Esteban KolskyFuturelabMSI
Categories: Trends

What (Some, if Not Most) CMOs Don’t See

Thu, 2014-04-17 11:22

Two things to start:

  1. I have no qualms with CMOs and their responsibilities – it is a critical job in most organizations and hard to do as any other one.
  2. I was not going to caveat the title and say ALL CMOs, but am trying to avoid being singled out as ignorant (yeah, new thing for me – I know)
    Tags: Esteban KolskyCMOchangemarketing
Categories: Trends

How to Turn a Thank You into Higher Sales, and More: Roger’s Picks

Tue, 2014-04-15 12:50

Here’s some of the interesting stuff we’ve gathered during another 7 days… add your own find in a comment!

Tags: Roger Dooleyneuromarketingsellinginnovationcontent marketingweb resources
Categories: Trends

Do You Know Who Your Customers Are?

Mon, 2014-04-14 09:42

Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?

I did several workshops this week on personas and journey mapping. The two are intimately intermingled, and that's an important point to remember.

Tags: Annette Franz Gleneickicustomer insightstargetingcustomer experiences
Categories: Trends

Managing for Disruption

Sun, 2014-04-13 21:00

Tradition embraces stability. Time honored principles get that way because they have strong track records of success. The tried and true, extrapolated into the future, often looks like a sure thing, while deviating from historical norms can look downright foolish.

Tags: Greg Satellinnovationdisruptivechangefuture
Categories: Trends


Sun, 2014-04-13 15:19

In the never-ending quest to understand how consumers make purchase decisions, and what influences their decisions….

No, wait. That’s not right. Let me start again.

Tags: Ron Shevlininfluencebuying behaviourshopping behaviourrecommendation
Categories: Trends

Brand Book Bites: Absolute Value

Fri, 2014-04-11 10:51

The book:  Absolute Value: What Really Influences Customers in the Age of (Nearly) Perfect Information – a provocative read about the new context of marketing today

The brains:  Emanuel Rosen (author of The Anatomy of Buzz) and Itamar Simonson (a marketing professor at Stanford University’s Graduate School of Business) – a strong combination of a marketing practitioner and a academic researcher

Tags: valueDenise Lee Yohnbooksvalue creationbrands
Categories: Trends

CEM Toolbox: Taking Action

Thu, 2014-04-10 20:56

What's the next step? How do we put everything we've heard and learned to good use?

This is the last post for my CEM Toolbox series about tools for the CX Framework. In this post, I write about some of the tools you'll need in order to execute. It's time to put it all to work and to determine your relative level of progress and success over time.

Tags: Annette Franz GleneickiCEMtoolscustomer centricityemployee engagement
Categories: Trends

Maybe the Voice of the Customer Isn’t

Thu, 2014-04-10 19:38

Criticizing Voice of the Customer (VOC) programs is like speaking out against motherhood and apple pie. The last time I criticized VOC programs, someone left a comment chastising me for presuming that a bank could know what its customers wanted without asking them.

Tags: Ron ShevlinVOCVoice of Customer
Categories: Trends

Customer Strategy

Wed, 2014-04-09 20:00

There are strategies for sales, communication, marketing, media, online, business, mobile, retail… almost anything, with the exception of those the strategies in the end are for; the customers.

Tags: strategyHelge Tennøcustomer strategyorganisational behaviour
Categories: Trends

6 Things You Should Know About The Future

Wed, 2014-04-09 19:48

The future isn’t what we thought it would be. We don’t walk around in silver suits, travel to colonies on Mars or drive in flying cars. Instead, we dress casual, take selfies and communicate in 140 characters.

Tags: Greg Satellfuturechangedigital livingtechnology
Categories: Trends