Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From FastCompany: Research consultancy Latitude recently released phase one of a two-part study titled “The Future of Storytelling” that looks to uncover trends and audience attitudes about content. Overall, the study revealed that audiences are looking for a blurring of barriers between content and reality in a layered yet cohesive execution. The company asked “early adopters” around the world how they wanted to experience stories and asked them to reinvent some of today’s well-known stories accordingly (according to the company, early adopters are “people in over 10 countries who are more likely to own smartphones, tablets or both; who are already more likely to seek out content through multiple avenues; and who are more likely to be aware of the possibilities that the Internet and emerging technologies present”).
From Fast Company: Michael Schrage’s new book about innovation is structured around a question he calls The Ask: “Who Do You Want Your Customers to Become?”
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.