Emotion and the Customer Experience go Hand-in-Hand

“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

Tailor Customer Insights to Prioritize Actions

Just as we discussed how to chart satisfaction and value, you can do the same with tailoring your customer insights to prioritize actions. Somewhat like a SWOT analysis, this charts the most important strengths and weaknesses based on your insight data findings. Important weaknesses are where you need to focus ways to improve your customer … Read more

Contextual Design

Contextual Design is a process that includes methods to: collect data about people in context of their intents, desires, and drivers; interpret and consolidate that data; use the data to create prototypes; and iteratively test and refine the prototypes with the target audience it is intended to help to ensure delight. Contextual Design is based … Read more

Proctor & Gamble’s Innovation Factory

“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

Compassionate Detachment for Design Thinking

“Train yourself to let go of what you fear to loose” – Yoda, Star Wars III As an artist, or just someone who is excited about an idea, compassionate detachment allows one to explore ideas with an open mind and the see the whole over the parts. Oftentimes we get caught up in an aspect of … Read more

Core Innovation and New-Growth Innovation

The December issue of Harvard Business Review, Build an Innovation Engine in 90 Days, shares the important distinction of core and new-growth innovation. Core innovations enhance existing offerings or improves current operations. They enhance the current strategy and organization structure with the objective of offering rapid and substantial returns in the near future and funded … Read more

Context Brokering: The Secret to Personalized Brand Experiences

From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies to provide the relevant data points needed to drive customer experience. These systems, however, tend to lack seamless integration with each other, resulting in a disjointed brand experience. To meet … Read more

50 Year Business Roadmap and Design Thinking

I was having lunch with a colleague – catching up on family and his new gig, when we got on a conversation about the difference in US and Japanese business cultures (he has spent the last 25 years working in both). One thing in particular that stood out to me was that Japanese companies have … Read more

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

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 2014 in San Francisco. We shared that these “Experience Makers” dominate their industries and change customers’ lives. We shared insights about leadership, best practices and decision making, based on the interviews … Read more

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

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 customer experience – shaping, innovating, branding, and measuring it. They are mastering a new discipline we refer to as experience innovation by going beyond the discrete product or service to … Read more

Customers Control Our Brand

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