Category Archives: customer_experience
Scarcity versus Misplaced Abundance
(this is a departure post – meaning it’s not only philosophical, it goes outside our stated scope. It won’t offend me if you skip it if that’s not what you’re wanting to read today). So much of what marketing is supposed to do – what we are told we need/desire/cannot live another moment without – […]
Audi Gives Us A Different Kind of “Test Drive”
Imagine walking into an auto dealership that didn’t have any automobiles. Imagine sitting down in a black leather bucket seat, surrounded only by LED screens – but still somehow looking into a dashboard and out of a windshield. What if you could reach out, push a button and “start” the car, turn up the music, […]
Innovation in small cups: Dovely Tea
We often refer to innovation in its big, game changing approaches. However, we often fail, at the same time, to remember that innovation as a game changer starts by changing the nature of experience for a limited bunch of ultra committed individuals who meet on common ground. We see outcomes of innovation, not the small […]
Going Rogue: Innovators to Follow – Day 4; Gamification
lmost all creativity involves purposeful play. – Maslow
Gamification, simply put, is the use of game-like environments to engage audiences. Now, I know what you’re going to say: “Isn’t that definition a little vague?” Yes, it is vague…Partially because this industry captures a wide variety of uses; but, also because gamification hasn’t matured enough to define.
In this immature industry, there are still amazingly intelligent marketing advances. If you want to…
build your own car (Mini)
remodel your kitchen online (IKEA)
paint a room in colors you choose (Sherwin Williams)
vote for your favorite crayon (Crayola)
try on sunglasses (Warby Parker)
help your kids learn math (Khan Academy)
… a gamified experience trumps a non-game one for increased loyalty and saitisfaction.
What one employee can do for your customer experience
What’s your customer experience worth? And what can one person do about it? How about making 50 people with thousands of nights’ stays willing to stand up for you? There’s this woman. Her name is Peggy. She’s a hotel concierge. In my opinion, I think it takes a certain amount of humility coupled with a huge […]
Gilt Groupe versus Groupon – a battle of new era retail models
If you had a brand and a budget and an inventory on offer, which way would you go? In theory, the two companies do very similar things – limited time, select product or service offering, special pricing. A few intense days of getting your brand name out there. However they could not be more different […]
Customer Focus 2011: House and Home Companies who get it right
Alas, I have begun in earnest the always daunting and often unrewarding task that is home renovation. Some days I come home and see a part of the house into which I have poured my heart, soul and dollars and say “ahhhhh.” However, because I am early on, around the corner is simply another “ewwww.” […]
Low on cost – high on ingenuity, and saving lives
OK – this example is off topic, but it isn’t. It is a crystal clear representation of how you can stop engineering high-priced overly technical solutions to problems. Two young women with some serious smarts demonstrated they have tons more creativity than cash but are massively able to help people -with – a salad spinner. […]
Marketers: More creativty and less cash – Begin now
Me to client: “So, I understand your modernizing your systems.” Client to me: “Yes, but we’ve recently been asking about how our customers might benefit.” (And here’s what I didn’t say…”Let me get this straight, you’re spending 3/4 of a BILLION dollars. You are 1 year into a 2 year project and only now asking […]
Customer Experience – in 35 seconds
OK – not quite, but this was a fun little exercise using Google Search stories that my colleague/boss/friend/partner in crime Ryan Kosanic built yesterday afternoon. Just thought it raised a few really good points: 1. Anyone can create content – and it can look pretty sophisticated. 2. It can be published anywhere 3. It’s actually […]
