Here you’ll find our musings on branding and customer experience topics as well as links to great articles and books written by other thought leaders in the branding and customer experience field.
Customer Experience: The Immutable You
If you don't stand for something, you don't stand for anything. Nick Hall from Human Brand Experience Consultants discusses the power of the immutable you.
2018 Customer Experience Trends
Bruce Temkin, a thought leader in the CX industry, has named 2018 the year of Humanity.
B2B Companies Are Falling Behind in Customer Experience
Great article on how B2B companies are falling behind in Customer Experience and what they need to do to catch up.
The Peak-End Rule
Nick Hall from Human Brand Experience Consultants discusses the peak -end rule of Customer Experience Design.
Silo's and the Customer Experience
Nick from Human Brand Experience Consultants talks about avoiding silo's and getting all employees aligned and thinking about the customer experience.
Nick talks about Kickstart CX
Nick talks about aligning your people and your brand using the Kickstart Customer Experience Program.
The Emotional Foundation of Every Customer Experience
This is a great blog explaining why emotions are such a critical component of customer journey mapping.
Top 5 Customer Experience Skills for Frontline Staff
How well-trained are your frontline staff? With all the talk about C-level buy-in for branded customer experience programs, it's important not to forget who interacts with your customers the most. This is a great article about what skill sets you need to empower your frontline brand advocates with.
Entire Films Captured in One Image
Jason Shulman captures the entire duration of a movie in a single image with his series Photographs of Films.
Earthworms and Airlines
An earthworm’s digestive system is essentially a tube that runs straight from its mouth to the rear of the body. It doesn’t so much eat anything as displace it, and as long as there is sufficient material in front to provide locomotion, everything works just fine.