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 do honest introspection on ways in which they can credibly…
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…
7 Tips for Managing Customer Complaints and Stress This Holiday Season
It’s crunch time for retail! The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter your business, people can become – let’s call it – frayed this…
Human Experience Requires Gratitude
My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings. The good news is the magic of these words extends well beyond family relationships, so let me use them in…
Getting Lift with Wearables and IoT {Infographic}
Let’s focus on the role that the Internet of Things (IoT) and wearables are playing in the evolving traveler experience at Cincinnati/Northern Kentucky International Airport (CVG).
Taking Flight with Big Data | Part 2 of 3 {Infographic}
As you will recall, we are in the 2nd of a 3-part series highlighting, of all things, an airport. (If you missed last week’s post, you can find it here). That airport is CVG (Cincinnati/Northern Kentucky International Airport), a place where leaders have partnered in innovative ways to use technology to collect passenger data for…
Taking Flight With Big Data – How’s Your Trip?
It doesn’t take a genius to know the importance of information. That said, a genius did weigh in on the issue. Albert Einstein once said, “Intelligence is not the ability to store information, but to know where to find it.” Far be it for me to edit an Einstein quote, so I’ll just add to…
The Discipline of Service Design {Infographic}
A specific domain of experience design is service design. Let’s look at what’s needed to craft service experiences (influenced by people, process, and technology) that will engage customers, increase consumer spend, fuel loyalty, and drive referrals.
If Only Someone Had Told Me Sooner!
I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? Realizing I had been there earlier in his career, I wanted to know…
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