According to a report by Fortune Business Insights, the global loyalty management market may expand significantly, increasing from $6.47 billion in 2023 to $28.65 billion by 2030. This represents a compound annual growth rate (CAGR) of 23.7% over the forecast period, which signifies that companies must ensure a better customer experience for their clients. “Customer … Read more
Designing experiences for virtual reality (VR) artificial intelligence (AI) involves considering several key factors to create immersive, intuitive, and engaging interactions. Here’s a breakdown of important aspects to consider: Understanding Needs and Goals Start by understanding the needs, goals, and preferences of your target audience. What are they trying to accomplish in the VR environment? … Read more
“An important part of building a loyal base is knowing who is (and who should be) a part of it. Then it’s a matter of supplying those people with a great experience every single time they interact with your brand.” – Tom Klien, CMO at Mailchimp What does it take to create a brand that … Read more
Mental models are psychological representations of real, hypothetical, or imaginary situations. They were first postulated in the late 1800’s by the American philosopher Charles Sanders Peirce but it was the Scottish psychologist, Kenneth Craik, in 1943, who describes mental models as the mind constructs “small-scale models” of reality that it uses to anticipate events, to … Read more
Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without emotions. It is the emotional part of our brain that informs our rational part to make a decision. And if the feeling is strong enough, we will justify our decisions to … Read more
IDEO has been leading the charge on an innovation model built around Design Thinking. In this model, there are three key perspectives: Viability. Is it viable. Does it have a reasonable chance of succeeding? Is it capable of producing a profit or achieving your goal? Feasibility. Is it feasible. Does the technology exist or can … Read more
When designing experiences – regardless if it is for a place or event or product or service – you think about how it will be experienced across the five senses: sight, sound, touch, taste and smell. All of these are important but what about the sixth sense? I don’t mean extrasensory perception or ESP but … Read more
“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 beyond slogans and packaging and incorporate it into the entire customer experience.” according to Jason Wesbecher, CMO of Mattersight in a recent Huffington Post blog. As best-selling author and psychologist … Read more
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 will be Based on Jeof and my book, The Customer Experience Revolution, I will share how companies like Coke, Mini Cooper, Intuit and more develop deep emotional connection that create … Read more
Affective Engineering is akin to Emotional Design rooted in Kansei. Kansei is a Japanese word that roughly translates to sensitivity and sensibility. It links the customer’s emotional responses to the properties and characteristics of a product or service. Customers purchase products based on qualities like brand, design, impression etc. People want to use products that … Read more
“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 a brand. People often make buying decisions by using all five of their senses and once product designers discover what each of these sensory influencers are, they can develop packaging … Read more
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. The neurons in our brain devoted to visual processing number in the hundreds of millions and take up about 30 percent of the cortex, as compared with 8 percent for … Read more