Blog

Over the years, I have written blogs on user experience, customer experience, innovation, design thinking, agile development, data science, predictive analytics, AI, personalization, brand, business strategy, product management, emotional connection, design, art, culture, leadership life… and other topics. – Enjoy.

around the world

Breadcrumbs

Breadcrumbs (or breadcrumb trail) are a navigation system that shows the location in a site or app. The term comes from the Hansel and Gretel fairy tale in which the main characters create a trail of breadcrumbs in order to track back to their home. Breadcrumbs serve as a visual “cue”, indicating the location of

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looking at CX metrics

Deliver Meaningful Customer Experiences

The last, best experience a shopper has anywhere becomes the minimum expectation for the experience they want everywhere. – Havas 2019 Prosumer survey Havas Group surveyed a combination of 2,000 “pro-sumers” — early adopters who are forward thinking, influential, and proactive in what they do and share — and mainstream consumers across the U.S., U.K.,

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consumers

Three Things Marketers Can Do to Accelerate Digital Transformation

“With consumers now spending significantly more time online, the notion of maximizing your brand’s digital presence has become a necessity. If you’re not reaching and engaging potential customers across a purchase journey that’s increasingly online, you can be sure another brand is.” – Mata Martinez, Think with Google Google teamed up with Boston Consulting Group

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online shopper

Five Types of E-Commerce Shoppers

The Nielsen Norman Group has done extensive research with people shopping online and identified five main types of behavior: product-focused, browsing, researchers, bargain-hunters, and one-time shoppers. Each customer type benefits from a different online experience: Product-Focused Product-focused shoppers know the exact product model and options they want. They want to easily find the item they

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CX Analytics

Three Building Blocks to Creating a Great Customer Experience

In ten years of helping more than 900 companies design and execute enterprise-wide customer-experience programs, the McKinsey Company have a formula that they have seen 15 to 20 percent increases in sales conversion rates, 20 to 50 percent declines in service costs, and 10 to 20 percent improvement in customer satisfaction. The formula has specific

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Brand Loyalty

Building a Loyal Brand

“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

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CX Journey

Six Actions to Managing the Customer Experience Journey

Customer journeys include many things that happen before, during, and after the experience of a product or service. Journeys can be long, stretching across multiple channels and touchpoints, and often lasting days, weeks or longer. Brand awareness, converting prospects to customer, providing long-tern value to create loyalty and advocacy are all part of the journey.

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problem solving mindset

Six Problem-Solving Mindsets

Great problem solvers are made, not born. That’s what McKinsey found after decades of problem solving with leaders across business, nonprofit, and policy sectors. Six mutually reinforcing approaches underly their success: Being Ever Curious A simple technique, worth employing at the beginning of problem solving, is simply to pause and ask why conditions or assumptions

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human experience design

Six Key Traits of Human Experience Design

“Experience Management (XM) is all about people. Customers are people. Employees are people. Partners, suppliers, and prospects are all people. Even “organizations,” at the end of the day, are really just large collections of people. Everyone who is creating or consuming experiences is a human being…” – XM institute Before an organization can effectively manage

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favorite design thinking tool

My Favorite Tools in My Designer Toolkit

“Design Thinking is a human centered approach to innovation that draws from the designer’s toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success” -Tim Brown I have been an artist, teacher, technologist, designer and entrepreneur. Everything I have done has been accomplished through design thinking. Not intentionally

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memorable experiences

Seven Steps to Creating a Memorable Experience for Your Customers

In a recent interview with Zoey Chen, assistant professor of Marketing at the University of Miami School of Business and co-author of the Return Trip Effect. Colin Shaw derived these seven steps to create a memorable experience for your customers. Decide what type of memory you want people to have about your experience. Different strategies enhance

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