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From Loyalty Programs to Leadership: What 20 Years in CRM Taught Me About Organizational Growth
Loyalty programs taught many of us how to turn casual buyers into raving fans. My 20 years in CRM and loyalty for brands like Marriott, Amazon, and American Express—and leading a $3B customer platform—taught me something bigger: The same system that keeps customers coming back also keeps your best people from leaving. When growth stalls, most CEOs reach for the usual levers: more demand gen, more recruiting, more channels.
Supercharging Your SWOT, Step Two: Activating Your SWOT
Tue, Oct 3, 2017 — Congratulations! If you’re reading this blog, you’ve mastered the art of collecting the data for your SWOT (strengths/weaknesses/opportunities/threats) analysis, and have grouped similar concepts into manageable chunks of information. At many enterprises, this is where the SWOT work dies — leaving company executives with a keen understanding of the state of their business, but lacking a clear path to rendering the findings actionable in an effort to foster real change. Think of the Starship Enterprise never returning from years of space exploration — all that knowledge and data stored in the ship’s memory banks and officer logs, yet nobody ever does anything with it.
Supercharging Your SWOT: Three Steps to Turning Yours into Actionable Business Impact
Mon, Sep 25, 2017 — I’d like to start this blog by offering my hearty congratulations. Having recently completed your SWOT Analysis — that fundamental exploration of the strengths, weaknesses, opportunities and threats related to your business — and declared it a masterpiece, you now have entered a warm and fuzzy zone known as “After the SWOT.”
Keeping it Real: The Next Four of 10 Reasons Why Your SWOT is Really a SWAG
Mon, Oct 17, 2016 — Let’s keep it real: While myriad technology-driven changes have garnered much of our strategy-related attention and interest over the last several years, the need to evaluate an organization’s fundamental strengths, weaknesses, opportunities, and threats is more important than ever.
Let’s Get Real! Three of 10 Reasons Why Your SWOT is Really a SWAG
Mon, Oct 10, 2016 — I once experienced a recurring dream where I stood at the front of Mrs. Streebeck’s fifth grade class, completely unable to speak. “Where is your homework, Mr. Sparrow?” the teacher asked. The shame and guilt of being unprepared caused my throat to tighten and my vocal chords to freeze. It was horrifying. Never mind that in the nightmare I was also fully exposed—buck naked, as we say in the South—but that’s not the point. Even if tucked away in my subconscious, I’ve always been mortified of being unprepared. Most of you reading this post feel the same way – and that’s why you’re here.