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Category: Emotional Design

Customers Control Our Brand

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

According to the Corporate Executive Board, (CEB) almost 60% of the customers’ journey is complete before they reach out to vendors. Our customers’ journey starts way before…

Why there is so much Bad Design?

Posted in Books, Customer Experience, Design, Emotional Design, Experience Design, Innovation, and Service Design

I am a firm believer in the Human-Centered Design Process. So, why are there so many bad designs? Here’s why: There was never a Designer…

What Great Brands Do: An Interview with Denise Lee Yohn

Posted in Books, Brand, Customer Experience, Emotional Design, and Experience Design

Blending a fresh perspective, twenty-five years of experience working with world-class brands including Sony and Frito-Lay, and a talent for inspiring audiences, Denise Lee Yohn…

Staging an Experience: Orchestrating Memories from Pine and Gilmore

Posted in articles, Books, Brand, Customer Experience, Design, Emotional Design, Experience Design, and Service Design

Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the…

Getty Center Parking Garage Barrier Bars

Posted in Architecture, Color, Customer Experience, Emotional Design, and Experience Design

Located in Los Angeles, California, the Getty Center is a museum that specializes in pre-20th-century European paintings, drawings, illuminated manuscripts, sculpture, and decorative arts; and…

Customer Enchantment: An Interview with Bob Caruso

Posted in Customer Experience, Emotional Design, Quotes, Service Design, and Voice of the Custostomer

Bob Caruso is a Managing Director at Endeavor Management bringing over 20 years’ experience in reinventing, redefining and energizing customer experiences. He’s been a part…

The Four Customer Experience Core Competencies

Posted in Brand, Culture, Customer Experience, Emotional Design, Experience Design, Leadership, Service Design, and Voice of the Custostomer

In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The…

Your Product’s Personality Can Create Meaning, Trust and Loyal Customers – or Not

Posted in Brand, Customer Experience, Emotional Design, Experience Design, and Uncategorized

In their recent post, Emotion Communicates Personality, Forms Relationships and Creates Meaning, Trevor van Gorp and Edie Adams share with us that: “Regardless of whether…

The Holistic Experience between Brands, Products and Services

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

“Apple has been held up as the definitive example of how to integrate a brand and its products and services to create an extraordinary company.…

Customer Journey Maps, Customer Profiles and Touch Points

Posted in Culture, Customer Experience, Emotional Design, and Experience Design

Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey…

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