Marketing & Strategy Innovation blog

Getting Everyone on the Same #CX Page

How do we ensure that everyone in the organization is on the same page when it comes to customer experience? 

My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson:  

No two persons ever read the same book.

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Re-think Your Marketing Models

It’s brand new world out there. 500 million tweets are sent every day. Amazon sells over 250 million products. Over 27,000 reviews are posted on Yelp every minute. The average U.S. TV home now receives 189 TV channels.

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Improving Inefficient Web Navigation Might Be the Wrong Answer if Causes Users Problems -Especially Older Ones

Really useful insights from NN/gFeatures meant to increase user efficiency by reducing steps can end up hurting users if they do not conform to existing mental models and expectations based on past experiences.

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SuperData Research Releases Global Games Market 2015 Report

According to SuperData Research, Inc. latest report released May 20, the Global Games Market is estimated to bring in $74.2 billion this year.

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Why Stock Buybacks Are Good for the Economy and Country

Self-interest has always been a primary tenet of capitalism. As Adam Smith famously wrote, “It is not from the benevolence of the butcher, the brewer, or the baker, that we expect our dinner, but from their regard to their own interest.” Private interest, in the aggregate, is often a public good.

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Making Sense of Customer Words

I originally wrote today's post for Confirmit in May 2013. I've made some modifications.

How do you make sense of your customers' words?

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Improving the Customer Experience of London's Transport Network

I was really heartened to read this document about making London's transport network easier to use.

As a regular user of the network I am well aware of its limitations and the extreme pressure of numbers under which works.

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The Revolution Will Not Be Centralized

In his novel The CastleFranz Kafka tells the story of a man named “K” who is summoned by mysterious authorities for unknown reasons. He finds himself at the mercy of their bureaucracy and endless paperwork, which is carried out for a purpose that nobody can fathom but everyone seems to accept.

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Brand Experience Brief: Birchbox

Birchbox, the online cosmetics sampling subscription service, operates a retail location that teaches brick-and-mortar companies how to stage extraordinary store experiences.

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CX Journey™ Musings: Providing a Human Experience

Have you ever had an idea that needs a little boost to get to fruition?

Every once in a while, I get some random thoughts and ideas or some things that I question or ponder - and may not necessarily have enough content to write a full post or enough time to develop the concept. I've jotted down a bunch of these thoughts and haven't done anything with them. Time to throw them out into the universe! Introducing CX Journey™ Musings.

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