Not Top Of Mind But Top Of Heart – When Branding Gets REAL
Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. Branding Campaigns – tactical strategies for driving brand awareness. Impressions – how many customers actually lay eyes on elements of your branding…
Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening
I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis. For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a…
Stepping To The Curb – Go Faster…Make It Easier
It will come as no surprise that consumers today demand effortless and expedited service! Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). By contrast, brick-and-mortar businesses have products available…
You Want Engaged Employees? Ignite Mastery
Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose Autonomy, and Mastery In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing a…
Countering Terror with a Service Heart
Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering…
How to Stop the Revolving Door for Millennials at Work
This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline…
“Happiness is not an app on a mobile phone” – The Art of Messaging
This blog is about relevant messaging throughout the journey your customers have with your brand. Although I will use Pope Francis as an example, I am not opining about the Catholic church, the popularity of the Pope, or even Christianity in general. I’ll leave all that to the theologians. Much of a customer’s journey with…
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