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Category: Brand

Six Steps to Building a Customer Journey Map

Posted in Analytics, Brand, Customer Experience, and Customer Insights

Danny Peters is Customer Experience consultant at Conexperience, specializing in Customer Journey Mapping and Customer Experience Management. He posted 6 Steps to Build a Customer…

The GE–McKinsey Nine-Box Matrix

Posted in Brand, Business Strategy, Leadership, and Product

Large organizations with multiple business units need a way to determine where to invest across all the units. The GE–McKinsey Nine-Box Matrix is a method…

Cross-Channel Attributes and the Customers’ Journey

Posted in Analytics, Brand, Customer Experience, and Customer Insights

“Attribution helps brands track their marketing and media efforts more accurately and show how they impact the overall business.” Daniel Kehrer, VP Marketing at MarketShare, posted…

Personas, Actors, and Roles

Posted in Brand, Customer Experience, Customer Insights, Design Thinking, Experience Design, and Service Design

Personas, actors, and roles have been around for a long time. In Greek theater, the persona referred to the “theatrical mask” – a role played…

Behavioral Data Insights Drive Personalized, Contextually Relevant Experiences

Posted in Analytics, Brand, Customer Experience, Customer Insights, Experience Design, and Voice of the Custostomer

Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation…

Marketing Lessons from Taylor Swift

Posted in Brand, and Customer Experience

MaryLeigh Bliss did this great post, 3 Marketing Lessons Brands Could Learn From Taylor Swift (Seriously), a little while back that I thought was, not…

Context Brokering: The Secret to Personalized Brand Experiences

Posted in Analytics, Brand, Customer Experience, Customer Insights, Experience Design, and Voice of the Custostomer

From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies…

Affective Engineering

Posted in Brand, Design, Emotional Design, Experience Design, and Service Design

Affective Engineering is akin to Emotional Design rooted in Kansei. Kansei is a Japanese word that roughly translates to sensitivity and sensibility. It links the…

Multisensory Experience Design Research Methods

Posted in Brand, Customer Experience, Customer Insights, Design, Design Thinking, and Experience Design

Experience design as a discipline runs the gambit from human factors to fine arts. We experience reality from a variety of senses. As experience designers,…

A Customer Journey Map Workshop

Posted in Brand, Conference, Customer Experience, Customer Insights, and Voice of the Custostomer

Just last week I ran a customer journey map (CJM) workshop at FICO World 2014. I always enjoy the enthusiasm for customers and engagement around…

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