Success in a customer-facing role is all about mobilizing two groups of people that most leaders overlook: their bosses and their colleagues.

The digital future is bright—but it’s complex and it nags on executives’ confidence. The new currency of expertise is having an overview

The best marketers are masters of branding, pricing and communication. But pulling off a great marketing career is a whole other story ​

Unless executives step up and take the lead, great customer experiences will remain a corporate fantasy.

Many executives are keen to inspire customers. But to actualize great customer experiences, inspiring the organisation may just be as important.

The best marketing strategy will go nowhere if leaders can’t convince colleagues about the right course of action. Some time ago, a CMO asked me to assess his global team’s capabilities. After two years and a six-figure training investment, marketing – in the eyes of...

Too many executives ask for promotion based on tenure or their employer’s generosity. A better approach is to help solve a real company problem.

How to mobilize colleagues for large-scale change—especially if that change might be seen as unpopular?  Use your secret weapon: “Listen, Decide, Communicate” or "LDC".Let’s examine each step of LDC separately. Listen First, seek out the key people who’ll be...

When it comes to marketing, everyone from the junior IT recruit to the chairman’s spouse seems eager to pitch their take. So, what’s the playbook when you’re on the receiving end of these ideas

Customer focus is a honorable thing. But it can be tricky–in part because of the three main gaps that every customer leader* faces. 

Every firm needs customer-minded leaders. New research shows: these customer leaders*do better when they serve both customer needs and company needs.

Influential leaders are associated with profitable revenue. Too many executives aren’t. They’re missing out. Time to get into the revenue camp. Profitable growth (the sustainable kind) is high on every CEO’s mind. In fact, next to strategy and organization,...

Authentic leadership is a powerful idea. But if you believe authentic means ‘just being yourself’, you may end up in a mess.

The label ‘digital’ makes marketers throw all leadership rules overboard (from my Marketing Week column). I love technology. When new tech stuff comes out, I immediately fall victim to the ‘wannahave’ mentality. For some it’s shoes. For me it’s gadgets. But...

Marketing is only one piece of the customer experience puzzle. To create a truly remarkable experience, other departments must also be heavily involved.

For marketers to overcome strong beliefs inside the company, showing facts may not be enough. Your better bet is to ask a powerful question: “How, exactly?”

Marketers have a reputation for being overwhelmed and always late, but it does not have to be that way.

What’s the best tool for recruiting the wrong people? A long competency list. If you want too much, you may simply not spot the best marketing leaders. Cut to the chase and ask yourself a simple question: “What distinctive skills do we need?”