Accessibility failures are prevalent across digital channels, causing systemic breakdowns that impact user experiences. Research shows nearly 95% of top websites have accessibility errors, highlighting a need for structured omnichannel design and consistent navigation. Prioritizing accessibility expands market reach and builds user trust while reducing legal risks and enhancing overall clarity.
Organizations often struggle with omnichannel experiences not due to a lack of channels, but because friction arises from disconnection between functions. Effective omnichannel strategies focus on continuity of customer experience rather than merely covering all channels. Prioritizing the resolution of friction can lead to smoother interactions and a more connected experience.
Many organizations struggle with omnichannel progress not due to technology or strategy, but because leaders prioritize being nice over being good. Nice intentions can hinder accountability and clarity, while effective leadership focuses on creating shared outcomes and challenging silos. Ultimately, clarity drives successful omnichannel transformation and enhances customer experience.
Digital transformation has given organizations more channels, more data, and more ways to engage than ever before. Yet many customer experiences still feel fragmented, impersonal, and disconnected. From my perspective, this isn’t a technology problem.It’s an empathy problem. More Channels Didn’t Create Better Experiences Over the last decade, organizations have invested heavily in digital platforms, … Continue reading Why Omnichannel Fails Without Empathy—and What Leaders Can Do About It
Many organizations aspire to achieve omnichannel operations but often fall short, operating instead in reactive or organized states. True omnichannel maturity includes five stages: reactive, organized, digitized, connected, and intelligent. Success requires alignment, teamwork, and continuous improvement, focusing on delivering cohesive customer experiences over time.
Disruptive innovation, defined by Clayton M. Christensen, refers to innovations that create new markets, displacing established firms. It is often embraced by outsiders, offering rapid market adoption despite initial risks. Similarly, disruptive marketing focuses on emerging demands, encouraging companies to innovate messaging to resonate with consumers. Companies can thrive by leveraging these strategies effectively.
Early in Sheryl Sandberg’s book, Lean In, she addresses the common human issue known as “unconscious bias.” Even the forward-thinking founder of Google, Sergey Brin, was not immune to this as illustrated when pregnant Sheryl informed him that the company had no pregnancy parking. She added that, like Sergey, she had not noticed this unserved … Continue reading Book Review: Lean In by Sheryl Sandberg
Introduction: Find the perfect wave to ride As a Mad Marketer, I like to think about building a customer profile as a surfer finding a perfect wave. When clients talk about their grand plans of marketing, they all seem to miss the first step, finding a wave that exists in the ocean. They build a … Continue reading BUILD AN IDEAL CUSTOMER PROFILE AND TEST WITH FREE ONLINE DATA
http://www.youtube.com/watch?v=jD8tjhVO1Tc The video does a great job of helping overcoming perceived differences to find common grounds. Best 3 minutes spent!
It is a marketer’s worst nightmare … a penalty of 20 million Euros or 4% of global turnover for breach of data with a data processor that is a supplier. Or even worse for not properly capturing consent across an enterprise and accidentally emailing a customer when they opted out of one marketing tactic and … Continue reading Is Your Company Ready for the General Data Protection Regulation?
