In our ever-changing world, consumers and markets are in a constant state of flux. That means being relevant and staying relevant for the long-term requires agility, adaptability, and a willingness to adjust course as surrounding environments shift. With that, however, there’s potential to lose sight of big-picture brand goals and objectives along the way. Reacting
When my dad started MacKenzie back in 1985, his focus was empowering brands to better serve their customers by better understanding their customers. He leveraged customer feedback to generate powerful insights that enabled clients to make informed and confident decisions. I vividly remember the stacks of papers surveys and hours of data entry that went
A big part of earning customer loyalty is delivering on the brand promise made through our sales and marketing messages. We must follow through on what we say, and ideally exceed the expectations that have been set. With that in mind, we must remember that sales and marketing messages are built around intentions. They’re carefully
To start, I want to acknowledge that “What is a CX Strategy?” doesn’t have a single definitive answer. You can ask ten people and get ten different responses. I’m writing to share my own perspective based on my own experience with hopes that it adds value to your overall understanding, and/or gets you thinking differently
Last week I posted the first five of my top ten takeaways from The Future School’s “Transformations of Natural Foresight” retreat. If you missed it, you can find that article here. As I mentioned in that article, the overarching theme is designing a better future. That starts with understanding how our actions today are shaping
A few weeks ago, I was in the mountains just outside San Francisco for the “Transformations of Natural Foresight” retreat hosted by The Futures School. Events like this take me to my happy place – which is out in nature surrounded by incredibly smart, talented, and inspiring people. The overarching theme was designing a better
One thing I’ve learned about leadership is that it frequently involves being pushed to the limits of my comfort zone. But when I agreed to join an outback leadership course replete with adventure and trees, I hadn’t fully processed that I was saying yes to a weekend of total vulnerability and gritty adventure. As I
With the holiday shopping season upon us (already!?), a lot of attention is being paid to trending consumer behaviors and spending habits. After all, these next few months present great opportunities to capture new audiences, acquire new customers, and strengthen relationships with existing ones. One of the biggest influences shaping consumer behaviors today is economic
Part of our brand messaging is “Be Relevant. Stay Relevant.” It’s a phrase that started internally to reinforce our desire to continually grow and evolve. But then, the more we thought about it, we realized the focus of our services and solutions is empowering partner brands to do the same. We want them to be
“Great minds don’t think alike. They think different.” – My daughter We were outside coloring when my daughter, out of nowhere, dropped this truth bomb. I asked where she heard that, but instead of citing a source she explained her reasoning. Basically, all the great minds she learns about in school are still relevant today
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