Our lives are built around relationships – with our families, spouses, partners, friends, friends of friends and colleagues – relationships that shape who we are and who we are becoming. As […]
5 Ways of Designing Better Customer Experiences
We all engage with brands in search of value. But for any brand, pinpointing and delivering on the value customers seek, and doing it consistently, can be daunting – customer needs […]
How to Measure Patient Loyalty and NPS for Health Care Companies
I recently joined the Touchpoint Media podcast as a guest and we discussed the common ways hospital systems attempt to measure Voice of Customer (VoC), including Net Promoter Score (NPS), […]
The X Factor: CX and WX Learnings From Our Pandemic Journey Study
Seven months ago, the COVID-19 pandemic thrust companies into a departure from the norm, forcing them to rapidly restructure the experiences they use to engage customers and employees. Since then, […]
3 Ways to Adapt Brand Voice for Today’s World
Businesses, from Fortune 500 to SMBs, have historically leaned on static, boilerplate guidelines for brand voice and customer communications, born out of a conscious effort to standardize and maintain consistency […]
Customer Experiences in a Digital World
Disruption creates opportunities to rethink the value we deliver to our customers and internal teams. COVID-19 has forced businesses to examine our relationship with customers and the experiences (CX) that surround the products and services that were once unshakable. More than ever, digital experiences (DX) and products are inextricably linked to the physical experiences we have every day. By rethinking the entire customer experience, we undercover opportunities to weave new value through digital products.
How to move forward: six business considerations for getting back to work after COVID-19
This article originally appeared in the June 2020 issue of O’Dwyer’s. When we were presented with the opportunity to contribute a column to O’Dwyer’s, we planned to focus on brand strategies […]
Could AI Improve Your “Human” Experience?
Truth be told, customer experiences today are often fleeting and forgettable – typically targeted on the moment of transaction and lacking in any lasting impression. As marketers, we understand the […]
Rekindling a Teenage Love Affair: My Love for Lush
Have you ever discovered a brand you loved, then ultimately left because you moved onto newer, more relevant products? But what if a brand evolves with you over time? For […]
How Understanding Risk and Control Can Improve Your Relationships
By understanding risk-control tolerance and the nature of relationships, you can better meet their unspoken needs and expectations, building the trust needed for a successful partnership.