Our latest POV on how customer experience drives everything from concept and creative to design and technology
Even in challenging economic storms, marketing budgets often resemble enormous whales, while underfunded customer service departments are treated like crusty barnacles clinging to the corporate ship’s hull. Millions are thrown at advertising campaigns, celebrity (and influencer) endorsements, and flashy product launches, all in pursuit of attention and “engagement”. But where does customer feedback fit in […]
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The problem of scarcity is central to the construct of government, society, and culture. Our most significant evolutionary advancements as a species have been in response to scarcity. Scarcity of food. Of natural resources. Of shelter. It is this fear of scarcity that has compelled brands across industries to resort to abundance. But this abundance, […]
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By Jim Bass, Director Customer Experience The term “digital transformation” has become the new popular buzzword of the 21st century. You’ve probably heard it used at your company in the context of new initiatives being launched or strategies your competition is executing to gain an advantage. Everyone is engaging digitally The advent of Smartphones and […]
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By Jim Bass, Director Customer Experience One of the most effective ways to cultivate customer loyalty is to take action on their feedback. …but it’s always an easy thing to do. In today’s world of technology, social media and big data the volume of customer feedback and its metadata can be overwhelming. Sometimes just deciding […]
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In a world filled with options, be it where to buy a product, or to get a ride to the airport or even to find a significant other, Customer Experience (CX) is one of the most powerful components to creating customer loyalty. Using CX as the guiding principle for how you sell your product or […]
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As experience strategists and designers, we are huge fans of customer journey mapping. It’s simply one of the most powerful tools a company can use to identify root causes of customer issues, uncover opportunities to delight customers, and transform how you do business. Their value and impact exponentially outweigh the cost and effort they require. […]
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Whether we daydream of sandy beaches, or the bustling streets of a far-away city, the desire to travel and experience the world is an all too familiar one. While we all look forward to vacations, few people enjoy the task of endless browsing and comparing dates and prices across multiple websites. So why is it […]
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Spring is all about revitalization and delight. We can’t think of a better way to partake in the delights of spring than to help a client like Krispy Kreme Doughnuts launch their fun doughnut treats and seasonal collections. Spring Campaign Social Media Assets St. Patrick’s Day Campaign Assets. Cookie Campaign Website And Social Assets. During this season […]
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CX Talks is a unique conference designed to promote shared learnings among the various disciplines that contribute in creating a great Customer Experience (CX). We are excited to announce that we will be sponsoring and attending the CX Talks event in Dallas on May 22, 2018! “CX Talks is a premier CX conference that Macquarium […]
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Design has become increasingly more complex. We’ve gone from simply worrying about what typeface to use and what grid to put it on, to thinking about how accessible our design is, how well it enhances the underpinning layer of UX, how it reduces customer effort, and how well it’s advocating a better brand. In my quest to become […]
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