Archive for the 'Customer Experience' Category

Human-Centered Design: What It Is And Why It Matters in Marketing

Posted on April 6th, 2017 · Posted in Creativity, Customer Experience, Design Thinking, Marketing

April 6, 2017 by Carla Johnson I’ve been watching the backlash to Pepsi’s Kendall Jenner ad this week. According to data from Amobee Brand Intelligence, digital content engagement around Pepsi.. read more

Hearts or Minds, Which Do You Want?

Posted on March 30th, 2017 · Posted in Creativity, Customer Experience, Marketing, Storytelling

March 30, 2017 by Carla Johnson Elliot was a good husband and father. Then he began to complain of headaches and seemed to lose his concentration and sense of responsibility… read more

Empathy, Orwell and Experiences

Posted on March 16th, 2017 · Posted in Corporate Culture, Creativity, Customer Experience

March 16, 2017 by Carla Johnson In his book Down and Out in Paris and London, author George Orwell (of 1984 and Animal Farm fame…) tells the story of penniless.. read more

If LEGO Built Your Brand Experience, What Would It Look Like?

Posted on March 9th, 2017 · Posted in Creativity, Customer Experience, Marketing, Storytelling

March 9, 2017 by Carla Johnson Marketers love massively creative work. We hype Super Bowl ads. We study the most innovative companies. And we follow curious minds. But that’s where.. read more

Why Customer Experience is Rooted in Story

Posted on February 23rd, 2017 · Posted in Customer Experience, Marketing, Storytelling

February 23, 2017 by Carla Johnson Stories have characters – heroes, villains and mentors. They have a setting. They have plots that unfold over time. And they have themes. The.. read more

How Empathy Will Grow Your Sales & Marketing Pipeline

Posted on February 14th, 2017 · Posted in Customer Experience, Marketing, Sales

February 14, 2017 by Brian Carroll We have more marketing channels and more content than ever before, but it’s become harder to actually connect with customers. Here’s what I mean… read more

Improve Employee Engagement to Improve Customer Experience

Posted on January 24th, 2017 · Posted in Customer Experience, Storytelling

January 24, 2016 by Carla Johnson 2016 certainly had its share of customer experience challenges – airline system outages, tainted burrito ingredients and exploding balancing scooters. Understanding how these gross.. read more

Creating the Connected Customer Experience

Posted on January 3rd, 2017 · Posted in Customer Experience

January 3, 2016 by Carla Johnson We live in a world of constant connections – access to anything, anytime, anywhere. Consumers and customers are empowered with more information than ever.. read more

Why Context is More Important than Content in Marketing

Posted on December 20th, 2016 · Posted in Customer Experience, Marketing

December 20, 2016 by Tony Zambito The transformation to a digital economy has shifted behaviors considerably in the past decade.  Meaning marketers today must account for how to adapt to.. read more

Silo-Busting for Better Customer Experience

Posted on December 9th, 2016 · Posted in Customer Experience

December 8, 2016 by Carla Johnson One of the biggest challenges in delivering a seamless, consistent customer experience is organizational silos. Silos hurt the flow of information and fracture employee.. read more