Tags archives: cmo

8 Steps for Building Customer Bonds

Over thirty years ago I pledged my loyalty to the Navy blue and gold.  Then my son came along and decided to join the Army.  Yes, the Army-Navy game is spirited at our house, but I couldn’t be more proud of his service.  Loyalty created through an emotional service bond is powerful.  How does your organization create emotional customer bonds that build deep loyalty?   Eight Steps to Blue & […]

3 Key Factors to a CMO's First 90 Days

“In Search of Failure.”  That’s the title of chapter seven in Frederick Reichheld’s book The Loyalty Effect.  In that chapter, Reichheld points out that an investor who built a stock portfolio out of the companies profiled in the book In Search of Excellence (Peters and Waterman) would have seen their returns trounced by the mediocre performance of the S&P index during the ten year period following the book’s 1982 publication.  In fact, by […]

The Chief Marketing Officer Social Media Alert System

It’s springtime and that means my weather alert radio will soon be broadcasting storm warnings:  “The National Doppler Radar System has indicated that local conditions are right to produce severe weather.  High winds, damaging hail, and flash floods are likely products of this storm.  Seek immediate shelter moving away from doors and windows.” Why do I often reject the alert advice by running to the front door to see what’s happening […]

Will social media encourage the CMO to adopt a COO mindset?

  The role of the Chief Operating Officer differs from industry to industry and from organization to organization.  In most cases the COO is responsible for the daily operations of the company.  Many COO’s have worked their way through the company holding different positions of responsibility and are now being groomed to take over the CEO position.  Key functions of the COO often include:   1.   Organize resources as set […]

Strategic Marketing

I’m fortunate to be able to reflect on the role of marketing as both a CMO and educator. In my role as educator my student’s first assignment is always a short interpretive paper in which I ask for their personal definition of marketing; as well as their perspective on marketing’s importance in helping organizations achieve success. Over the years, I’ve discovered that these papers provide a glimpse into the mindset […]

Organizational Leadership and Change in 2010

I recently attended a faculty meeting to kick-off the New Year. One of the presentations disclosed enrollment trends that did not surprise, but none the less disappointed some of my fellow faculty. An increasing number of students are enrolling in online as opposed to on-campus courses. In short, the online modality more closely matches many students desired method for consuming education. Although most of the faculty can teach both online […]

Leading Your Organization through Uncharted Waters

CREW WANTED FOR HAZARDOUS JOURNEY Small wages. Bitter cold. Long months of complete darkness. Constant danger. Safe return doubtful. Honor and recognition in case of success. ** Sir Ernest Shackleton’s recruitment notice for the 1915 Endurance Antarctic expedition (some 5,000 applicants were rejected. For the record … the entire crew did return!) I welcome each of my new marketing classes with the Endurance help-wanted advertisement. It’s always an attention grabber […]

The CXO’s First 100 Days

Whenever a new president takes office talk turns to the vaunted first 100 days – Barack Obama’s 100 day clock is now ticking. We probably all agree that the expectations placed on the new president are pretty high, especially given the extent of the problems our economy is facing. In his 18-minute inauguration address, Mr. Obama promised “action, bold and swift,” but also used some nice sound bites to set […]