Drive customer engagement by using six behavioral levers: grab attention with storytelling and curiosity, align goals to overcome biases, build interest with authority and labels, create desire through social proof and reciprocity, frame choices with scarcity and loss aversion, and deliver memorable experiences using the Zeigarnik and IKEA effects. These strategies boost action and long-term loyalty.
Read MoreDiscover how the Two-Lane Business Model is reshaping healthcare by balancing financial sustainability with patient-centered care. While the Survival Lane drives revenue and efficiency, the Progress Lane focuses on helping patients achieve meaningful outcomes and long-term trust.
Read MoreAn overview of applying the 15 different makeit behavioral design strategies to augment the Prosci ADKAR model when doing change management planning. A simple case study of seeking to introduce GenAI into the enterprise.
Read MoreA blog post highlighting how different makeit behavioral design strategies (e.g., makeit Easy, makeit Attactive, makeit Empowering, makeit Immersive, etc.) can support elevating the overall customer loyalty relationship to the brand.
Read MoreGreat brands infuse the brand promise and their core values into the customer journey as it unfolds helping customers not only discover their product or service, but, the brand itself, building an emotional connection.
Read MoreIt's been over a decade since the book The Experience Economy by Joseph Pine and James Gilmore, was written. To this date, I haven't found a better definition for the Chief Experience Officer and the multiple roles they must perform: The Catalyst, The Designer, The Orchestrator, The Champion, and The Guide.
Read MoreA study leveraging ‘emotional analytics’ to benchmark four financial institutions across eleven (11) dimensions of a modern Mobile App Experience.
Read MoreThe recent Great Resignation and resulting War on Talent have made a focus on employee experience even more important. This study benchmarks six retail coffee companies based upon six core tenets of an irresistible organization: meaningful work, hands-on management, positive environment, health & wellbeing, growth opportunity, and trust in leadership.
Read MoreYou now have the necessary tools, emotional analytics, that when paired with Net Promoter, can help you take action on customer insights.
Read MoreYou've just completed your journey mapping research and have uncovered a series of pain points throughout the journey.
Read MoreIf you want to drive relevant and engaging conversations with your targeted customers its extremely important to build a better understanding of who they are…
Read MoreNPS programs can sometimes go astray from their original goals and objectives as evidenced by a recent experience following a two night stay at the Hyatt Regency in Toronto Canada.
Read MoreEarly in my career I had the opportunity to work on an engagement for The Walt Disney Company supporting the design of DisneyQuest - an indoor interactive theme park.
Read MoreCustomer Journey Mapping is the ideal platform and approach from which to define and build your overall omni-channel strategy.
Read MoreMost decisions by consumers to try a new product or service are not spontaneous. They typically take shape over time often with competing forces at work…
Read MoreThe Network Marketing, Direct Selling or MLM, business model relies on the continuous recruitment, acquisition and retention of direct sellers (consultants) in order to grow.
Read MoreIt's time to move beyond simple, outdated measures for determining the value of a customer. A new set of metrics is required!
Read MoreIf Disney Ran Your Hospital, that's the title of a book written by Fred Lee, a senior-level hospital executive, who helped run a hospital near Walt Disney World in the Orlando…
Read MoreIt has been stated that there are three levels of caring: (1) Competence; (2) Courtesy; and (3) Compassion.
Read MoreJourney Mapping continues to grow as a very useful method and tool for helping organizations develop an understanding of their customer's experience.
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