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20 09, 2016

When and how to create customer journey maps

Tue, Sep 20, 2016|Filed in: Bookmarks|Topics: , |Comments Off on When and how to create customer journey maps

From Nielsen Norman Group: Journey maps combine two powerful instruments—storytelling and visualization—in order to help teams understand and address customer needs. While maps take a wide variety of forms depending on context and business goals, certain elements are generally included, and there are underlying guidelines to follow that help them be the most successful. · Go to When and how to create customer journey maps →

5 07, 2016

Stop branding and start activating

Tue, Jul 5, 2016|Filed in: Bookmarks|Topics: , |Comments Off on Stop branding and start activating

From ChangeThis: Marketers don't generate demand. Great companies spend their time understanding what and where latent demand exists and build the products, services, and user experiences that connect to that demand. They delve into their founding principles and develop, invent, or innovate goods and services specifically driven and defined by those principles. Don’t misinterpret this effort. It’s not a matter of chasing market opportunity. It’s as much an inward journey as it is recognition of the current state of any given market. This is where the mental shift is happening among great companies that are attracting incredibly loyal customer bases. They are thinking about markets and the competitive environment they reside in terms of user experience design. · Go to Stop branding and start activating →

14 05, 2015

Museums, the next media companies

Thu, May 14, 2015|Filed in: Bookmarks|Topics: , |Comments Off on Museums, the next media companies

From Contently: When the Metropolitan Museum of Art acquired Charles Le Brun’s 17th century painting “A Portrait of Everhard Jabach and Family” from a private English collector late last year, it made headlines in The New York Times. In the past, this would’ve been the end of the famous painting’s story—but things are a bit different nowadays at America’s largest art museum.

Today, anyone from the most casual art fan to the most ardent restoration geek can get an in-depth look at the scrupulous process behind the painting’s preparation — all by visiting the Met's website. Once there, visitors can learn about the piece’s long and damaged history (the painting was folded and tucked into a frame for 250 years). The restoration is a challenge that the museum might have once hidden from the public eye. Now, it wants to tell that tale. · Go to Museums, the next media companies →

9 05, 2015

Asking “who’s the customer?”

Sat, May 9, 2015|Filed in: Bookmarks|Topics: , |Comments Off on Asking “who’s the customer?”

From kottke.org: If you've bought a ticket to an event in the past, oh, 15-20 years, chances are you got it from Ticketmaster. Chances are also pretty good that you think Ticketmaster completely sucks, mostly because of the unavoidable and exorbitant convenience fee they charge. And that probably has you wondering: if everyone who uses the service hates Ticketmaster so much, how are they still in business? Because ticket buyers are not Ticketmaster's customers. Artists and venues are Ticketmaster's real customers and they provide plenty of value to them. · Go to Asking “who’s the customer?” →

15 01, 2015

All you need to know about customer journey mapping

Thu, Jan 15, 2015|Filed in: Bookmarks|Topics: , |Comments Off on All you need to know about customer journey mapping

From Smashing Magazine: Stories have defined our world. They have been with us since the dawn of communication, from cave walls to the tall tales recounted around fires. They have continued to evolve, with their purpose remaining the same: to entertain, to share common experiences, to teach and to pass on traditions. · Go to All you need to know about customer journey mapping →

7 01, 2015

Actually only one thing needs to change about classical music concerts

Wed, Jan 7, 2015|Filed in: Bookmarks|Topics: , , , |Comments Off on Actually only one thing needs to change about classical music concerts

From Ron Spigelman at Sticks and Drones: Baldur Brönnimann made waves with his 10 things he would change about concerts post, but he didn’t bring up the most important thing! So in October Baldur’s blog post went viral and not that this discussion shouldn’t take place, or that several of his ideas aren’t valid, however his list is mostly about current tastes and aesthetics and not structural change.  I will give my brief take on his 10 Things and then introduce my one thing that I believe really will make a difference.  It has very little to do with the concert itself. · Go to Actually only one thing needs to change about classical music concerts →

1 09, 2014

How to spot an oral story

Mon, Sep 1, 2014|Filed in: Bookmarks|Topics: , |Comments Off on How to spot an oral story

From Shawn Callahan at anecdote: The ability to spot an oral story is THE key to effective story-work. You only get the benefits of storytelling if you’re telling a story. This knowledge alone will set you apart from all the people who are merely talking about stories but not telling any. · Go to How to spot an oral story →

29 08, 2014

Seeing through the illusion: Understanding Apple’s mastery of the media

Fri, Aug 29, 2014|Filed in: Bookmarks|Topics: , , , |Comments Off on Seeing through the illusion: Understanding Apple’s mastery of the media

From 9to5 Mac: Apple’s public relations department is probably the best in the world — certainly more impressive at shaping and controlling the discussion of its products than any other technology company. Before customers get their first chance to see or touch a new Apple product, the company has carefully orchestrated almost every one of its public appearances: controlled leaks and advance briefings for favored writers, an invite-only media debut, and a special early review process for a group of pre-screened, known-positive writers. Nothing is left to chance, and in the rare case where Apple doesn’t control the initial message, it remedies that by using proxies to deliver carefully crafted, off-the-record responses. · Go to Seeing through the illusion: Understanding Apple’s mastery of the media →

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