Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From Mind Power Marketing: When you communicate with people, they receive the information using one of five sensory modalities – visual, auditory, kinesthetic, olfactory and gustatory (or in everyday language – pictures, sounds, feelings, smells and tastes). And, in creating an ‘Internal Representation’ inside our mind, we use the same sensory modalities – with the addition of one more – ‘auditory digital’ or self-talk. However, it’s crucial to recognize that individuals experience those senses in different proportions. Some people may pay more attention to their visual experiences, while others may find their feelings (whether internal or external) more important. In communicating with somebody, it’s therefore important that you’re able to relate to all of the senses.
From FastCompany: Steve Jobs may no longer be with us, but his approach to building the digital experience is alive and well, and not merely at Apple Inc.
From Webdesigntuts+: Creating content that taps into multiple strong consumer motivations, and is consequently richly valuable to consumers.
From FastCompany: Why should you cooperate with your customers? Survival is a pretty good motivator.
From Knowledge@Wharton: Social networks of digitally-connected customers and employees are growing in power and influence each day, but companies are often still blindsided by this phenomenon. Barry Libert, CEO of Open Matters and author of Social Nation, says the reason is that corporate leaders tend to focus on internal issues like operational excellence, but are confounded by external forces such as social networks that they cannot control. In this interview with Knowledge@Wharton, Libert shares a four-step process that companies can use to harness the power of social media and networks.
Tuesday, July 3, 2012 · Topics: customer-experience
From Knowledge@Wharton: Stephen J. Girsky, vice chairman of General Motors, says the company has a new emphasis on the customer even as it faces such challenges as industry-wide overcapacity, strong competition from rivals both in the U.S. and Europe, and slower-than-expected sales of the Volt. Wharton management professor John Paul MacDuffie asked Girsky to talk about these issues and others shortly before Girsky’s presentation at the recent Wharton Leadership Conference.
From FastCompany: Shane Snow, founder of Contently, says to win at business, brands need to make content, and make it about their audience.