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Do You Know the Difference between Customer Experience and Brand Experience?

Do You Know the Difference between Customer Experience and Brand Experience?

by Greg French | Jan 23, 2018

"Understanding the difference between Customer Experience (CX) and Brand Experience (BX) is important because each has its own distinct impacts on the business strategy of an organization." Many customer-centric organizations think of their "customers" as end users,...

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BLIP #1:  Activate Your Customer Journey Map Investment

BLIP #1: Activate Your Customer Journey Map Investment

by Greg French | Nov 8, 2017

Today’s marketing landscape has become so complex it takes a Content Strategy Roadmap to align execution with your Customer Journey map. But what does that Roadmap look like?

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BLIP #2: Content Strategy Roadmap for Your Customer Journey

BLIP #2: Content Strategy Roadmap for Your Customer Journey

by Greg French | Nov 8, 2017

What’s the process for bridging your Customer Journey maps with content execution…for making your content truly Customer Journey driven?

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Blip #3: Operationalize Your Customer Journey Map

Blip #3: Operationalize Your Customer Journey Map

by Greg French | Nov 8, 2017

Operationalizing your Customer Journey Map means executing specific tactics to improve touchpoint experiences.  It also involves stepping back to develop a thematic storyline.

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BLIP #4: What’s your Customer Thinking?

BLIP #4: What’s your Customer Thinking?

by Greg French | Nov 8, 2017

The first step in developing your Content Strategy Roadmap is identifying touchpoint weaknesses (TPWs) that surface throughout your Customer Journey.

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BLIP #5: Which Channels Deliver Bad CX?

BLIP #5: Which Channels Deliver Bad CX?

by Greg French | Nov 8, 2017

It’s important to review the channel(s) that are delivering sub-optimal customer experiences.

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BLIP #6: Crush Your Content Goals

BLIP #6: Crush Your Content Goals

by Greg French | Nov 8, 2017

Setting content goals will keep you on task improving the brand touchpoint experience.

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BLIP #7: Pursue Your Personas

BLIP #7: Pursue Your Personas

by Greg French | Nov 8, 2017

Personas are extremely useful in building Content Strategy Roadmaps for your Customer Journey because they provide a more complete profile than demographics alone.

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BLIP #8: Position Your Content for Impact

BLIP #8: Position Your Content for Impact

by Greg French | Nov 8, 2017

Make the most of each content asset by positioning it differently for each target persona.

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BLIP #9: Content Approaches That Get the Job Done

BLIP #9: Content Approaches That Get the Job Done

by Greg French | Nov 8, 2017

What type of content approach will best achieve your goals while addressing your Customer Journey touchpoint weaknesses?

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