customer experience management meets the global enterprise

Welcome to my website! I am a customer experience management (CEM) thought-leader advising on the board of global luxury resort acquisition and management company, and an advisor to the innovative mobile music company soundtrckr, a recent winner of an innovation award in a Milan-based high tech conference. I am also a CEM strategy consultant and executive trainer as time permits. In the companies I advise and manage in my partnership, I face obstacles every day, probably similar ones that you face: what projects do we choose, how do I get our teams to understand the goals and cooperate within a rational process, and how do we know we're on track in creating the customer value we want? It can be painful, but I know that experience management is one of the most powerful and fundamental competences for companies everywhere. It's worth the work.

Announcement: The next Global CEM Certification Program is in Johannesburg this month (August). After that: Barcelona! Click here for more information.

This website is but one of several ways we can interact with each other (for others, see Contact Me). I look forward to being in conversation with you.

the big picture

Multinational corporations face the same kind of challenges that domestic corporations do, but written on a larger scale. Domestic corporations have market segments whose needs vary by preferences; multinationals engage with entire cultures whose differences matter. Domestic corporations have channels for products and marketing; multinationals have global supply chains, national business units, matrix management approaches to product and marketing activities, and costs of capital that vary by tax regime, country risk and currency rates - and media markets that span languages, tastes and laws.

But they are all linked by a single, fundamental constraint: the only sustainable value they can create flows from creating greater perceived value then their competitors do. 

cem: understanding & managing perceptions

If you want to create value, then, you must know what shapes your customers' perceptions of you, and how to manage those perceptions, in a world where people talk to each other at the speed of light, where perceptions are filtered by culture, expectation, and values - often unconsciously - and where businesses and business models burn faster than ever. Your perceived value goes beyond product, beyond service, beyond even "personalization".

the new normal: it's not the recession, it's the ecosystem

The new normal, as I define it: creating, managing, influencing and balancing your customers' perceptions. It puts you into a messy, thrilling, and extremely competitive ecosystem. If you want to see corporate value destroyed in a flash, you don't have to wait for a recession, just watch a company stumble in the customer ecosystem.

This is where customer experience management comes into play. It's at the center of value creation in a global, socially networked economy. Your playground is the planet. And your customers can throw the ball a lot faster than you can.

It's time you learned more about customer experience management so you can actually be in the game.

Enjoy the site.