2017 Perspective Archive
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.
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.
Small Data by Martin Lindstrom. A little book with Big Impact
If you haven't already read Small Data by Martin Lindstrom, I highly recommend you do.
Let me start off by saying I have never really been fond of the word quality. I rarely let clients use it to describe any aspect of their business without defining it further because it is too easy to say and too vague to work with. I treat the words value, trust and integrity with the same contempt.
I loved you, Mrs Morrison
Throughout the course of my life as a student in the sausage factory we call public education, I estimate that I had - give or take - 100 or so teachers.
This evolution will be humanized
Here's to the unsung heroes of the customer experience
I first met Janet at the gas station around the corner from my house.
Happy is not enough
Ask most business owners how it is they hope they’re making their customers feel and they’ll probably say “happy”.