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Tag archive for: Emotional Design

Emotion and the Customer Experience go Hand-in-Hand

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

“No purchase is void of emotion. Brands have spent millions attempting to connect positive feelings to a product… Increasingly, brands are striving to bring emotion…

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Emotional Connections at Co-Merge and UX Boot Camps for Entrepreneurs

Posted in Business Strategy, Customer Experience, Emotional Design, and Experience Design

I got a coupe of events coming up that I want to share: Emotional Connections Co-Merge Tuesday, November 10 5:30 – 6:30 pm. The talk…

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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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Proctor & Gamble’s Innovation Factory

Posted in Design Thinking, and Innovation

“We know from our history that while promotions may win quarters, innovation wins decades.” – Bob McDonald, Chairman, President, and CEO, Proctor & Gamble The company…

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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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The Customer Experience Revolution – The Trailer

Posted in Books, Career Advice, conferences, Customer Experience, Customer Insights, Emotional Design, Experience Design, Innovation, and Leadership

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…

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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…

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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…

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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…

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The Secret to Innovation is Human-Centered Design

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

Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know…

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