Not All Customer Moments Are Created Equal [Infographic]
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to…
Small-Town Lessons on Relationship and Business Reputation [Infographic]
In the 1960s and 1970s my small hometown of Florence, Colorado was comprised of, at most, 40 businesses. The 3,000 residents preferred to shop at those establishments unless a Florence merchant left them feeling their business was not appreciated or if the merchant didn’t authentically care about the community. In those rare instances, a Florence resident…
The Bar is High – Are you Letting your Products and Technology Down? [Infographic]
Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. In my upcoming book about Airbnb (The Airbnb Way, available for pre-order here), I share how to assure that you don’t…
How to Write a Compelling Story Hook {Infographic}
I like to say all stories can have a hook; however, all too often the storyteller fails to examine the story from all the angles needed to discover it.
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 drug if you are allergic to it.” Seldom is a statement…
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 it had been a gathering place for civil rights leaders.…
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 Dooky Chase Restaurant off of Orleans Ave. When I’ve visited, I…
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 side compared to prior years) the cost per impression for…
Iterative and Future Backward Customer Experience Design {Infographic}
Let’s focus on the importance of both iterative and future backward customer experience design. SaveSave SaveSave
Validate, Educate, and Activate the Customer Journey Map {Infographic}
Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group. To maximize the effectiveness of a persona-based journey map, you must do three things well – validate, educate, and activate. SaveSave
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