Skip to content

Category: Brand

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…

Designing a Consumer Product Packaging Experience

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

“We know that consumer purchase decisions are often made quickly and subconsciously, but there are opportunities where it’s possible to influence a consumer’s perception of…

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

Posted in Books, Brand, Conference, Customer Experience, Customer Insights, Experience Design, Innovation, Leadership, and Service Design

Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate…

Color and Designing the Customer Experience – Some Basics

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

About 50% of our brain’s pathways are devoted to vision. Our retinas contain 150 million light-sensitive rod and cone cells that connect to the brain.…

Experience Innovation – Going beyond Product and Service and Re-Imagining the Customer Journey

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

In FastCo.Design’s Move over Product Design, UX is the Future, Rick Wise, CEO LIppicott, shares: “Today’s enlightened leaders are achieving success by crafting the entire…

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…

Death to Features! Long Live Touchpoints – Interactions, Macro-Interactions and Micro-Interactions

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

As a longtime advocate of Human-Centered Design, I belong to a group of people who have been desperately trying to get folks to stop thinking…

Brand Driven Behavioral Change

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

As organizations are beginning to realize that for long-term growth, you need long-term customers (advocates) and to have customer advocates, who sell your brand for…

Customer-Centric Culture = Employee-Engaged Organization

Posted in Books, Brand, Culture, and Customer Experience

I recently heard Joseph Jaffe, author of Z.E.R.O.: Zero Paid Media as the New Marketing Model, speak at a conference and discuss the combined forces…

Avoid Survey Fatigue with more Effective Ways to Listen to Our Customer

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

People are tired of surveys! I’m tired of surveys. We are over-solicited with surveys – in store, bottom-of-receipts; online; via pop-ups or post-purchase emails; and,…

%d bloggers like this: