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Blog

April 21, 2021

Designing for Qualities and Quantities of Your Business

Excerpt from Roger Martin, Rotman on Design In order to manage successfully, we need to pay attention to things that we can measure but also the feelings and emotions of our customers. In a world… Continue Reading

April 12, 2021

Gaining Consensus Around the Customer Experience

I attended a virtual conference with John Maeda (a guy who does a lot of thinking about design) the other day. He mentioned something that resonated with me. He described design thinking as a faster way to… Continue Reading

October 7, 2020

Faster isn’t always better for delivering value in customer experiences

Before applying technology to your customer experience, do some research to explore your options. Chick-fil-A had a problem of success. In the US, the revenue per restaurant was approximately 3-4 times that of a comparable… Continue Reading

Getting a Return On Your Journey Mapping Project
August 13, 2020

Getting a Return On Your Journey Mapping Project

With customer shifts to digital delivery channels, companies are putting more emphasis on creating better digital experiences.  Most companies spend too much time fixing the bad parts of an experience and would be better off… Continue Reading

May 29, 2020

Data — The “Special Sauce” Driving Netflix’s Hit Making TV

Analytics helps industries of all kinds to gain insight into their customer’s wants and needs. Netflix does a particularly good job of mining customer data.  It uses analytics to wade through customer data and identify… Continue Reading

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