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What culture do you envision for your organisation? Agility and Collaborative Culture is not enough.

CX Centric

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. In late 2007 there was a study which said that 70 per cent of IT projects were over budget or delayed. The second culture that many leaders mention today is a ‘collaborative culture’.

Culture 105
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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83
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How to Create a CX Presentation that Doesn’t Suck

Seaton CX

If you want to cultivate a customer-centric culture, give people a reason to be interested. Look how Steve Jobs, in his 2007 iPhone launch keynote, contrasts the smartphone of today with the iPhone of the future. Steve Jobs, iPhone Launch Speech, 2007. How often do you get a chance to share your message to everyone at once?

How To 75
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How To Adapt Your Brand To Be Socially Responsible In Times Of Crisis

Storyminers

Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different. The media might be more inclined to show what a large corporation has done, but even if you are a start-up, with no marketing strategy or whatsoever, you can still help.

Brands 147
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Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

clearly communicates goals to all employees and links individual goals to corporate goals.” We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment.

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Health care mergers and acquisitions: Why patients and employees should come first

Alida

In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million. When health systems merge, however, there’s a high risk of culture mismatch, putting undue stress on your employees. Between 2009 and 2013, annual hospital deals have increased 14 percent. Conclusion.

Airlines 138
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Time for a Research Renaissance?

CX Journey

2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. The fact that market or customer research often still sits in a department from data and analytics teams can exacerbate the problem. At the start of 2016, a number of data and marketing leaders were asked for their predictions about key themes for the year.

Analytics 105