An 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.
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A 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.
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Great 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.
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It'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.
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A study leveraging ‘emotional analytics’ to benchmark four financial institutions across eleven (11) dimensions of a modern Mobile App Experience.
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The 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.
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You now have the necessary tools, emotional analytics, that when paired with Net Promoter, can help you take action on customer insights.
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You've just completed your journey mapping research and have uncovered a series of pain points throughout the journey.
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If you want to drive relevant and engaging conversations with your targeted customers its extremely important to build a better understanding of who they are…
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NPS 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.
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Early 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.
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Customer Journey Mapping is the ideal platform and approach from which to define and build your overall omni-channel strategy.
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Most 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…
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The Network Marketing, Direct Selling or MLM, business model relies on the continuous recruitment, acquisition and retention of direct sellers (consultants) in order to grow.
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It's time to move beyond simple, outdated measures for determining the value of a customer. A new set of metrics is required!
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If 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…
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It has been stated that there are three levels of caring: (1) Competence; (2) Courtesy; and (3) Compassion.
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Journey 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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I just got back from facilitating a two day workshop to help an international bank, JMMB, innovate its’ auto loan application process for millennials.
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In their book, The Knowing-Doing Gap, authors Pfeffer and Sutton highlight four main reasons for what they call the Knowing-Doing Gap (the inability of an organization to act on insights)…
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