UX/CX Archives-

The consulting firm polled 3,000 B2B decision-makers and found customers want an always-on, personalized, and omnichannel customer experience (CX) or they’ll leave “B2B loyalty is up for grabs,” according to a new report from McKinsey & Co. The consulting firm...

Want the Fastest Growth in Business? Take Care of Your Employees First, Study Says

05 Nov 2020

Frank Strong, MA, MBA

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Brands that emphasize employee experience (EX) and customer experience (CX) achieve business growth nearly 2x faster If you take care of your employees, they’ll take care of your customers, and everything else will fall in place. That was one CEO’s...

3 Studies on the State of Branding, Marketing and the Marketing Organization [UML]

15 Feb 2020

Frank Strong, MA, MBA

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To borrow from a quote, the professional’s feet should be planted in their role, but their eyes should survey the marketing landscape. There have been a lot of new surveys and reports launched since the beginning of the year. As...

Study Reveals Gaps Between CEOs and PR in Communications Goals Issues and Technology Use Cases

Study Reveals Gaps Between the CEO and PR in Communications Goals, Issues and Technology

23 Apr 2019

Frank Strong, MA, MBA

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Usually, it’s wise to ensure your goals nest with your boss’ goals, especially when the boss is the CEO. But a new survey out of the Center for Public Relations at USC Annenberg shows that isn’t happening among some PR...

Cut Through the Noise by Listening to Customers; Off Script No 34 Mike Mitchell of Listen360

Cutting Through the Noise, Amplifying CX and Listening to Customers; Off Script No. 34: Mike Mitchell of Listen360

27 Nov 2018

Frank Strong, MA, MBA

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He gets straight to the point. That was my observation when he served a panelist on marketing panel I put together and moderated last June on the role of modern marketing. His succinct perspective is refreshing in this era marketing...

The Message Behind “Do Not Reply” Emails from Businesses

The Real Message Behind “No Reply” Emails from Businesses

30 Jan 2018

Frank Strong, MA, MBA

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Messages and effective messaging that influence outcomes isn’t just a matter of arranging words in a proper order, it’s a combination of interdependent factors that determine how well a message will be received. For example, what we say, how we...

Designing Deliberate Questions, Content and Customer Experiences [UML]

05 Nov 2016

Frank Strong, MA, MBA

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There’s an old saying that good marketing will make a poor product fail faster. The wisdom of that maxim lies in understanding the point of failure occurred long before any campaign was executed. There’s something similar at play in those...