Denise Lee Yohn

New Rules of Customer Engagement in 2016

The start of a new year provides an excellent opportunity to reconsider old ways and adopt new practices. With that in mind, I’d like to suggest three new rules of customer engagement in 2016 for marketers.

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Great Brands Create Extraordinary Experiences

What do Mitch JoelMark Di SommaAdam ToporekJeannie WaltersMike Wittenstein, and yours truly have to say about customer experience and brand-building? Check out this slideshare of quotes, Great Brands Create Extraordinary Experiences.

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Brands To Watch in 2016

Which brands will break new ground, fall from grace, or overcome obstacles in 2016? Here’s my list of brands to watch in 2016. Since I couldn’t narrow the list to a handful as I’ve done in past years, I decided to expand the list to 26, one for each letter of the alphabet. So, here’s a brand-builder’s almanac for the coming year:

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How Can We Develop Strong Customer Relationships?

How do you develop customer relationships that are strong and sustaining? How do you connect with people in meaningful, valuable ways? My new video in the series, Denise Lee Yohn Answers Your Brand-Building Questions, tackles this topic — take a look:

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It's Still about the Experience

“Those businesses that relegate themselves to the diminishing world of goods and services will be rendered irrelevant. To avoid this fate, you must learn to stage a rich, compelling experience.”

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What Is Customer Experience

Customer experience is one of those terms that mean different things to different people. Like “brand,” “marketing,” and “customer centricity,” the understanding and practice of customer experience varies greatly depending on who you ask.

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Top 10 Quotes from Extraordinary Experiences

Looking for some inspiration about creating extraordinary experiences? Need some insights on great retail customer experiences? Check out this new slideshow, featuring the Top 10 Quotes from my new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do.

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Brand Experience Brief: Taco Bell Cantina

Now you can get a beer with your burrito at Taco Bell! Check out the new Taco Bell Cantina in this video audit and analysis of the brand experience.

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Should We Call Out and Directly Challenge Our Competitors?

Should you launch a direct competitive attack? Should you run ads that call out your competitors by name? How can you aggressively challenge a competitor? If you’ve ever struggled with these questions, take a look at my new video. It’s the second in a short series of videos to address the questions I regularly hear about brand-building.

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Brand Book Bites from Dare To Serve

The book: Dare to Serve: How to Drive Superior Results by Serving Others — part memoir, part business school case study, and part leadership inspiration and instruction text.

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