Customer Experience Design Consultant
Top Stories Archive
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Understanding Lazy Behavior
Are these folks lazy? This summer I spent a lot of time driving my daughter back and forth from the community pool, which is right…
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Everything I Need to Know … I Learned at the Dairy Queen
This article was originally published in the Fall 2008 TAVMA (Title Appraisal Vendor Management Association) Newsletter During down business cycles marketing budgets are often reduced,…
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Till Death Do Us Part: Unspoken Customer Experience Expectations
Much like a marriage, a customer-company relationship can fall victim to unspoken expectations and the emotional consequences of not meeting those expectations.
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Branding: The Physical Form of Customer Experience
The Importance of Brand in Your Customer Experience Delivery The need for a company’s employees to deliver upon a brand promise, reflects a growing…
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The Devil is in the Details: How a password reset lost a customer.
It’s not just the functional design of interactions, but how you handle the customer when they fail, that determines your customer retention success.
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The Customer, Employee, Vendor, Job Candidate, Security Guard, Taxi Driver Experience
What is the experience any person has when interacting with your company?
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People and Their Passions… Why Social Media Works.
It’s hard to describe that “spark” that ignites social media because it is different for each and every person.
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5 Business Resolutions: Start With Mental Fitness
This time of year there is a lot of talk of personal New Year’s Resolutions such as Get in Shape. For a company, “mental fitness” in the form of creativity improves innovation, workplace satisfaction, and productivity.
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Social Media & The Web as a Content Ecosystem
Social media enables conversation and conversation is energy that ignites and grows a rich ecosystem of Web content. Social media magnifies a company’s marketing and content efforts.
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Behind My Logo
So… what is that swirling thing? I developed my “logo” over 10 years ago when I went out on my own. While I was alone…
