Reconciling Hate

Well, I was relieved to see that the word “hate” had fewer mentions than “love” when I searched on Google. That might change over the next few days as people try to reconcile what happened in Charlottesville yesterday.  In our Civility in America study with Powell Tate and KRC Research, one of the key findings was that all this mounting incivility leads to intimidation and threats and violent behavior. Nearly 9 in 10 Americans said so. That’s nearly everyone. People know that the tenor in America is going in the wrong direction. When constructing the questionnaire, it never occurred to us that we should add “death” to the list of repercussions of incivility. Alas, the reputation of America continues to slide due to news like yesterday’s clashes, protests and injuries and I am appalled and saddened. When we conduct our next survey on civility in America sometime at the end of Continue reading "Reconciling Hate"

CEO Activism in Millennials’ Eyes

As you know if you follow me, I am particularly intrigued by this newest strain of CEO visibility and engagement which has emerged and is rapidly evolving – CEO activism. We at Weber Shandwick along with KRC Research have been examining this phenomenon for some time now and producing original research on the topic. We just released our second survey among 1,021 Americans on their opinions on CEO activism which are especially interesting since they provide new insights on the Millennial generation. The newest survey demonstrates that overall sentiment about CEO activism has not changed much since we did our earlier survey one year ago. BUT Millennials, the most coveted demographic segment by employers and companies looking to sell more products/services are the generation that are most in favor of CEOs being proactive on hot-button societal issues. In size, Millennials have now surpassed Boomers so I’d say that their opinions Continue reading "CEO Activism in Millennials’ Eyes"

CEO Activism in Millennials’ Eyes

As you know if you follow me, I am particularly intrigued by this newest strain of CEO visibility and engagement which has emerged and is rapidly evolving – CEO activism. We at Weber Shandwick along with KRC Research have been examining this phenomenon for some time now and producing original research on the topic. We just released our second survey among 1,021 Americans on their opinions on CEO activism which are especially interesting since they provide new insights on the Millennial generation. The newest survey demonstrates that overall sentiment about CEO activism has not changed much since we did our earlier survey one year ago. BUT Millennials, the most coveted demographic segment by employers and companies looking to sell more products/services are the generation that are most in favor of CEOs being proactive on hot-button societal issues. In size, Millennials have now surpassed Boomers so I’d say that their opinions Continue reading "CEO Activism in Millennials’ Eyes"

CEO Activism in Millennials’ Eyes

As you know if you follow me, I am particularly intrigued by this newest strain of CEO visibility and engagement which has emerged and is rapidly evolving – CEO activism. We at Weber Shandwick along with KRC Research have been examining this phenomenon for some time now and producing original research on the topic. We just released our second survey among 1,021 Americans on their opinions on CEO activism which are especially interesting since they provide new insights on the Millennial generation. The newest survey demonstrates that overall sentiment about CEO activism has not changed much since we did our earlier survey one year ago. BUT Millennials, the most coveted demographic segment by employers and companies looking to sell more products/services are the generation that are most in favor of CEOs being proactive on hot-button societal issues. In size, Millennials have now surpassed Boomers so I’d say that their opinions Continue reading "CEO Activism in Millennials’ Eyes"

Uncivil Nation

The reputation of the United States is going south. In the recent Civility in America survey, our seventh wave since 2010, Weber Shandwick with Powell Tate and KRC Research found that American voters agreed that political incivility affects the reputation of the U.S. (86%); that uncivil comments by political leaders encourages greater incivility in society (79%); that incivility leads to less political engagement on the part of the American people (75%); that the U.S. is losing stature as a civil nation (73%) and that incivility deters people from entering public service (59%). Those are a lot of consequences resulting from uncivil discourse and behavior! Nearly everyone (97%) believes that it is important for the U.S. president to be civil. This sentiment crosses party lines, although Democrats are more likely than Republicans and Independents to say it is very important (92% vs. 70% and 77%, respectively). Why does a president need Continue reading "Uncivil Nation"

The New Kodak Moment = That Moment When You Lose Market Relevance

“You press the button, we do the rest.” These are the touching words of Kodak’s first advertising slogan. Coined by George Eastman, Kodak’s iconic founder in 1892, this tagline almost seems relevant 120 years later. Almost. There was a time in history where uttering those words evoked an emotional sense of nostalgia. Now, unfortunately, the Kodak moment represents that moment when executives fail to realize how consumers are changing and how markets will ultimately evolve in new directions without them. The Kodak moment is something that executives at Blockbuster, Borders, RIM, et al., know all too well. Digital Transformation is among the most important movements in recent business history. In its most basic sense, digital transformation reflects the evolution of business models, processes and supporting systems to more effectively compete in a digital economy while also optimizing how organizations work. Digital transformation, I’ve learned in my years of
Continue reading "The New Kodak Moment = That Moment When You Lose Market Relevance"

Customer Experience is Something Designed for and Measured by What Customer’s Actually Experience

Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. Often in my research however, I find that customer experience is relegated to enterprise-first approaches to improving customer engagement from an infrastructure perspective. It’s not necessarily something I’m calling out as a problem. It is indeed necessary. But, it is not a means to an end. It is merely a means to addressing part of the opportunity. I recently sat down with the team at Kample to talk about the state and future of CX. I wanted to share that discussion with you here in the hopes of helping you in your work. Kample: Can you tell us how you got into CX and why you find the space so interesting? I got into the CX space in the 1990’s and I immediately started to focus on
Continue reading "Customer Experience is Something Designed for and Measured by What Customer’s Actually Experience"