Marketing & Strategy Innovation blog

What Role Does Intuition Play in Customer Experience?

I originally wrote this post as a two-part series for InsideCXM in February 2014.

A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.

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How Wells Fargo Learned To Innovate Around the Customer

Wells Fargo is an unusual bank. In the first place, it is headquartered in San Francisco, not in a typical financial center like New York. It is also unusually socially conscious, earning high marks for its environmental record and setting records for financing green projects.

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Healthcare Does Not Lack for New Ideas, It Lacks for Dissemination of Ideas - Certainly in the UK and US

The provision of healthcare to the older person is a BIG issue. No, it is not an 'issue', it is a massive problem.

Why? Three reasons.

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Cooties, Conversion, Brain Reboots, and Habits – Roger’s Picks

Here are the most intriguing and useful articles I’ve found in the last week, plus a summary of my own new content. Enjoy!

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Three Ways To Bring Sexy Back to Brick and Mortar

Target and Walmart have lost their mojo. Same store sales and earnings have been flat or down for Target over the last year and Walmart recently posted six straight quarters of traffic declines and five in which same-store sales declined.

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That's How We Do Things Around Here

How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created?

When a colleague asks you why you do things a certain way, do you find yourself responding, "I don't know. We've always done it that way?"

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How To Transform Your Brand Into a Movement

Digital technology has changed marketing to such an extent that most brands still struggle to adapt. What once was a massive land war in which the biggest army had a distinct advantage, has become more like a guerrilla insurgency. To win now, you have to own the villages.

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The Cootie Effect: Touch, Contagion, and Magical Thinking

I’ve written about product contagion – the weird ability of one product to “infect” another with its properties (or its “cooties“) when they touch in a shopping cart – but there’s a related phenomenon that is, if anything, even stranger.

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Brand Experience Brief: Wendys in Dublin Ohio

Wendy’s celebrates its heritage through a unique customer experience at this, the site of the original Wendy’s restaurant. Check out a video audit and analysis of the brand experience.

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Why Is Customer Experience a Journey?

Have you ever wondered why the customer experience is a journey, not a destination?

The best journeys answer questions that, in the beginning, you didn't even think to ask. -Jeff Johnson

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