Developing Characters in Branded Storytelling {Infographic}

In my last post, I talked about the importance of clear brand identity or brand essence to shape the branded customer experience you seek to deliver. I also suggested that much of your customer experience is reflected in the stories shared along the consideration, purchase,...

Say Yes to a Dress | Developing Characters in Branded Storytelling

Southwest Airline said “Yes to a dress,” and that dress is an important character in this week’s brand story. In my last post, I talked about the importance of clear brand identity - or brand essence - to shape the branded customer experience you seek...

It Takes a Brand to Deliver a Branded Customer Experience [Infographic]

It’s been said that every company has an established brand – some have come about theirs by default while others have done so by design. I encourage my clients not only to think about how they how they want to be known but to also...

It Takes a Brand to Deliver a Branded Customer Experience – What are they saying about you?

Once upon a time, drug companies couldn’t advertise. Those companies marketed to physicians, not to the end user. Now television ad rotations are heavy with pharmaceutical ads – many of which not only list possible side effects but also include the sentence, “Don’t take this...

Customer Experience Wisdom {Infographic}

During my many visits to New Orleans, I’ve been fortunate to dine at the Dooky Chase Restaurant off of Orleans Ave. When I’ve visited, I was aware of Dooky Chases’ storied history as the first local Creole restaurant for people of color. I also knew that...

Customer Experience Wisdom from a 96-year-old Business Legend

Few people have actively stewarded a restaurant’s success for over 70 years. So, when such a person speaks about customer experience, I take notice and listen. I suspect we all should. During my many visits to New Orleans, I’ve been fortunate to dine at the...

Why Customer Retention Is Essential When Scaling Your Small Business {Guest Post}

Guest post by Jared Cornell. In this article, I'll explain the importance of customer retention for the growth of small businesses. In a market crowded with numerous companies offering similar products or services, customer loyalty is a precious asset. It is especially valuable for small...

Effective Visual Storytelling {Infographic}

When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event, the resulting commercial should aspire to the heights of visual brand storytelling. Since so much rides on these big bet advertisements, let’s deconstruct a...

5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience

When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event, the resulting commercial should aspire to the heights of visual brand storytelling. Given an estimated audience size of 100.7 million viewers (on the low...

Old Things That Endure {Infographic}

In the early days of my career, companies that I worked with, like Starbucks, were actively deploying test and learn approaches for all aspects of the customer experience. Many elements in test and learns fail in their initial presentation but frequently evolve into breakthrough successes...

Testing and Learning for Customer Experience Excellence

On any given day I find myself playing the You know you're old when… game. Here’s how it goes for me on broader social themes, You know you're old when you have to explain to someone what a pay phone was or when you reflect back...

How to Drive Your Brand Voice Through Customer Experience {Infographic}

I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. During my last interaction with these business executives, I asked each of them to bring ten recent emails they had written, ten emails written...

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article