Key takeaways:
Onboarding new marketing or CX employees is often neglected or inadequate.
A customer journey map (CJM) helps new hires understand company operations and customer interactions independently.
CJMs reduce and improve...
Key takeaways:
Foster a customer-centric culture through mindset over financial investment.
Lead by example from top management to establish a customer-first approach.
Promote transparency to empower employees and address root causes of...
Key takeaways:
Employees are valuable assets, but accessing relevant marketing information can be challenging.
Complex marketing operations in larger companies make it difficult for marketers to comprehend the entire strategy.
Without a...
Key takeaways:
Remote work has become increasingly common in the marketing industry, offering access to a broader talent pool.
However, remote work can lead to communication challenges, particularly regarding keeping remote...
Key takeaways:
Use coffee chats to introduce CJM in a relatable manner.
Employ storytelling to frame CJM as an exciting adventure.
Compare CJM to a classic road trip movie to emphasize teamwork.
Highlight...
Key takeaways:
Customer journey map (CJM) creation involves multiple departments beyond marketing.
Sales, marketing, and customer service departments play crucial roles in developing the CJM.
Marketing initiates the process by outlining the...
Key takeaways:
Communicate clearly, avoiding corporate jargon and buzzwords to ensure messages are concise and relatable.
Bring solutions to problems rather than just highlighting issues, demonstrating initiative and problem-solving skills.
Respect the...
Key takeaways:
Utilize the "Talking Stick" or "Rubber Chicken Rule" for orderly discussions.
Implement a buddy system to facilitate collaboration between teams.
Establish designated communication channels for seamless information sharing.
Promote empathy and...
Key takeaways:
Employees offer diverse insights into operations, aiding marketing and customer experience enhancements.
Customer-facing and product/service teams grasp customer needs and product perspectives.
Uncertainty about alignment with marketing strategy may deter...
Key takeaways:
A departing CMO takes away valuable knowledge of marketing operations, leaving a knowledge gap within the company.
This knowledge includes understanding how marketing activities align, their goals, dependencies, and...
