This article was written for The Marketing Transformation Leadership Forum on Customer Experience Management “Getting the Board on board”. Practical suggestions for securing top level support for investment in building marketing capability and overall organisational fitness. Among the lessons learned in 20 years running marketing departments and leading change in a diverse range of businesses […]
This article was written as a ‘Tips from the Top’ article for The Marketer magazine in 2010. The overall article discussed the idea of Bottom-Up Leadership. “A leader is best when people barely know he exists. When his work is done, his aim fulfilled, they will say: we did it ourselves.” Lao Tzu To me, […]
This article was written for the Marketing Transformation Leadership Forum on Building Customer Centric Organisations. The article draws on my experience as CMO of Hilton, Stakis and ScotRail to offer practical insight into what it takes to change customer experience and to drive added commercial value: Making the case for change Nothing changes without board […]
This piece was written as a ‘Tips from the Top’ article for The Marketer. The overall article dealt with the challenge of managing brand communications in today’s environment. For overworked, unappreciated corporate communication executives everywhere, here are a handful of tips that I hope might be useful: Strategy: Brand, product and communications planning must work […]
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