Smokers know that they can pull into virtually any drugstore in the nation and buy a pack of cigarettes. But in 2014, CVS broke the mold by removing cigarettes and other tobacco products from their shelves. Patagonia is committed to sustainability and environmental responsibility, and it doesn’t always want you to buy a new jacket. …
By Phil Klaus According to our most recent research, CX Management, for better or worse, is firmly allocated in the firm’s marketing function. This association, however, triggers multiple challenges for CX managers, or, to be more precise, CMOs worldwide. The most prevalent challenge is the CEOs’ and boardroom members’ unfavorable perception of both marketing-led strategies …
By Phil Klaus CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground. Managers, consultants, scholars, and even politicians seem to agree that the age of the customer has finally arrived and we are better going to be ready for it. The new …
