Tag: Emotional Design

The Customer Experience Revolution – The Trailer

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.

Customers Control Our Brand

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 their first transaction. with us And in a Harvard Business Review, “Solution Selling is Dead” (that cites the CEB findings) because talking about our products and services is no longer good enough. It […]

What Great Brands Do: An Interview with Denise Lee Yohn

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 is a leading authority on building and positioning exceptional brands.  Denise is the author of the new book What Great Brands Do: The Seven Brand-Building Principles That Separate the Best […]

Staging an Experience: Orchestrating Memories from Pine and Gilmore

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 book, The Experience Economy: Work Is Theater & Every Business a Stage, in April of 1999 with an updated edition in 2011. Pine and Gilmore provide us with the first […]

The Secret to Innovation is Human-Centered Design

Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know this and follow the principles of human-centered design to innovate. Human-Centered Design, as the name implies, is designing solutions around human. It is the process that innovators like Apple and […]

Getty Center Parking Garage Barrier Bars

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 19th- and 20th-century American and European photographs. It is named after famed oilman J. Paul Getty who’s trust funds it. The center is best known for its architecture, gardens, and […]

Give the Moment What the Moment Needs

Chris Bryant, at ProductCamp SoCal last year, said “Give the moment what the moment needs” I jotted this down and it really stuck with me.  Cherish yesterday, dream of tomorrow and live for today. This has been a mantra of mine for as long as I can remember. It reminds me not to dwell on […]

Customer Enchantment: An Interview with Bob Caruso

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 of the irreversible power shift in the relationship between customers and service or product providers and to the complex personalized experiences of today. As an alumnus of powerful global consultancies, […]

The Four Customer Experience Core Competencies

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 report focuses on these four competencies: Purposeful Leadership: Companies need to make sure that all of their HR practices reinforce the company’s purpose. Tony Hsieh, the CEO of Zappos, explained […]

The TEDxSanDiego Experience

TED is a nonprofit devoted to “ideas worth spreading” – amazing talks by remarkable people, free to the world. It started as a conference bringing together people from Technology, Entertainment, and Design and has grown to include the TED Talks video site, annual TED Prize, TED Fellows, TEDx programs, and more. TEDx programs are designed […]