Engagement. Without a doubt, your organization’s success in delivering an exceptional customer experience depends on achieving engagement. Companies that financially outperform average companies are the ones that consistently and simultaneously sustain high levels of employee and customer engagement. Read more
In our efforts to create results-based, performance-driven marketing organizations, we rely on logic and reason to guide our decisions. What we often overlook is how fallible our sense of reason can be.
While establishing a performance marketing culture is a great step toward creating better customer experiences, our brains can wreak havoc with key parts of this process, as the Monty Hall paradox proves. Read more
Kathryn Schulz’s fantastic and humorous TED presentation about “the wrongness of always being right” gave me insight into why it’s often a struggle to establish an intellectually honest marketing culture within organizations based on outcomes and performance.
At the core of Schultz’s presentation is the recognition that, human nature being what it is, we create a bubble of infallibility around us; the belief that we can’t be wrong. Read more
Every healthy intellectual discipline steals (or at least borrows) ideas from other disciplines. Consider the interrelationships between physics and math or between genetics and molecular biology. We wouldn’t have a modern understanding of one without the other. Of course, our own discipline of marketing is one of the most voracious, borrowing liberally from psychology, technology, visual arts, music and many other areas. Read more