Visual appearance is important. Studies have shown that if your product appears professional, customers are more likely to fault themselves for usability issues versus the product. Visual appearance also contributes to the overall aesthetics of your product that create that important emotional connection. It is important to get your visual appearance right. But your brand … Read more
One question I consistently get is “Are all Designers like this?” This is usually in the context of the challenge to management them. The answer is, “only the good ones.” The Designer’s job is to make things better… better for the people that experience what they design. To do this well, they must be adept … Read more
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos, Amazon CEO Amazon emphasizes platforms that each serves its own customers in the best and fastest possible way. Bezos shares … Read more
In The Experience Economy, Pine and Gilmore explain how we are in a new economic era in which mere goods and services are no longer enough and all businesses must orchestrate memorable events for their customers. Joe Pine, shares in this video how in this new economy we are in that products are now props … 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
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 Journey on LinkedIn Pulse. He breaks down CJM in six steps: Step 1 – Episodes: Episodes are groups of touchpoints in the customers’ journey. An episode is like a chapter … Read more
“We know from our history that while promotions may win quarters, innovation wins decades.” – Bob McDonald, Chairman, President, and CEO, Proctor & Gamble The company spends billions annually on R&D – roughly 50% more than its closest competitor and more than most other competitors combined according to How P&G Tripled Its Innovation Success Rate. Each … Read more
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 better customer experience that happens at these workshops. The secret to any good workshop is to facilitate an environment of trust where the participants can be free to share … Read more
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.
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 … Read more
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 … Read more