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The Customer Experience Revolution on Real Talk Radio

Posted in Customer Experience

Welcome to Real Talk San Diego! “The Business of Life in America’s Finest City” Real Talk San Diego airs weekdays from 10-noon and 1-2pm on…

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Return on Assets, Margins and Velocity

Posted in Business Strategy, and Leadership

Ram Charan, in What the CEO Wants You to Know, shares that: Return on assets = Margin x Velocity The things you are invested in…

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SoCal UX Camp 2015 – Another Success

Posted in Uncategorized

This year’s SoCal UX Camp was another success! Every year this event gets bigger and better. If you have never heard of SoCal UX Camp,…

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Design Thinking is a Misnomer!

Posted in Design Thinking, and Innovation

Design Thinking is more than thinking and meetings. Design Thinking is about doing and making. Experimentation is at the core of Design Thinking. Developing prototypes…

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Tailor Customer Insights to Prioritize Actions

Posted in Business Strategy, Customer Experience, Customer Insights, and Voice of the Custostomer

Just as we discussed how to chart satisfaction and value, you can do the same with tailoring your customer insights to prioritize actions. Somewhat like…

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Three Keys to Innovation Leadership

Posted in Innovation, and Leadership

Harvard Business School’s Linda Hill, co-author of Collective Genius: The Art and Practice of Leading Innovation, and TED Speaker, with her team conducted extensive research…

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Word of Mouth Strategies and Tactics

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

Source: Modern Comments Customer Feedback Stats From Medipost’s Let’s Rethink How Advertising Works: “As far back as 1966 the phrase “word of mouth advertising” was…

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Recent Study Shows How Much That Device Usage Varies by Generation

Posted in Analytics, and Customer Insights

MillwardBrown Digital conducted a digital survey via mobile or desktop devices that included 1018 US respondents ages 18 – 69 who own or have access…

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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…

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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…

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