Marketing has insinuated itself into the customer experience over the past few years. It’s high time we helped HR leaders define and improve the candidate experience, too.
Customer Journey Maps are Only Half the Job
Customer journey maps are on many marketers’ to-do lists and a lucky few manage to find the time and the budget to get them done. I think they are well worth the investment, particularly when you add in the dose of reality known as the customer experience map. They’re not the same thing and here […]
The Voice of the Customer is a Choir
Planning season is well upon us and I’ll bet there are more than a few leadership teams hoping find a Voice of the Customer (VoC) program under the budget tree for next year. What’s not to like? VoC programs drive more sales, reduce service escalations, improve user experiences and have us sprinkling delight and enchantment […]
Recruiting vs. Sea Monkeys: Which is More Disappointing?
Sea monkeys are brine shrimp. Brine shrimp are incredibly disappointing pets. Yet this bottom-of-the-food-chain critter has been marketed for decades, and millions of children (okay, and at least one adult) have forked over a few bucks, hoping the product in the picture is what will arrive in the mail. It isn’t, of course, but thanks […]
The Other F-Word That’s Messing With Your Brand
A while ago we looked at how friction grinds down employer brands through the daily assaults on process and productivity and the generally punishing aspects of having to share space and limited air exchanges with other humans. Following a terrible experience at a local restaurant, I am wondering if there isn’t a second F-word at […]
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