Insights

Our latest POV on how customer experience drives everything from concept and creative to design and technology

The Digital Transformation Opportunity: Turning Products Into Services

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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Driving Insights Into Action

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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How to Woo, Wow, and Win to Increase Customer Loyalty

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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How To Plan And Run Customer Journey Mapping Workshops

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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Spreading Spring Joy With Krispy Kreme Doughnuts

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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No Bells About It

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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Customer Experience is More than Customer Acquisition

There is an often-repeated mantra in business that it is easier to grow your business by doing more business with existing customers than by acquiring new ones. The goals of customer experience improvements are to actualize that mantra. Based upon a recent conference I attended, one might have come away with a very different point […]

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Using Social Signals For Search

Earn the top spot on page 1 of Google search results and you’ve got yourself a competitive advantage. The top 3 positions on page 1 of Google search results account for 54% of clicks, with a 31% click through rate for the top spot. If you’re at the top, you can be sure your competitors […]

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