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– the book:  15 Secrets Successful People Know about Time Management: The Productivity Habits of 7 Billionaires, 13 Olympic Athletes, 29 Straight-A Students, and 239 Entrepreneurs — Even though people tell me I’m one of the most productive, focused, self-managed people they know, I thought I might learn a thing or two from this book […]

Credit: http://www.superbowlcommercials2016.org/

I was captivated by the big game tonight.  I’m not talking about the one played on the football field during Super Bowl 50.  I was much more interested in the game that advertisers were playing — the one where celebrities, animals, and jokes were the players; 117 million or so viewers acted as the referees; and […]

WGBD Troubleshooting Guide Cover

Has your growth stalled?  Do you struggle to become more innovative?  Do you think you’re losing control of your brand?  Are you concerned you haven’t figured out your new business strategy?  …your customer experiences?  …or your employee morale? In the 25+ years I’ve been helping business leaders address significant challenges like these, I’ve discovered that there […]

jeffery sears

Here’s an interview with Jeffery Sears, CEO at PIRCH, a premium retailer of appliances, plumbing, and home fixtures. I spoke with Jeffery during the research for my new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, and in the book I highlighted the brand for sweating the small stuff because of PIRCH’s devotion to […]

the year of customer experience

This past month I consumed a slew of content about customer experience which has led me to the conclusion that 2016 will be the year of customer experience. In fact, that was one of the key takeaways from a slideshow from CMO.com entitled CMO.com’s Top 10 Marketing Trends For 2016.  In the trend ”Brands In […]

Target, the mass retailer, has opened a new retail concept called Open House.  It’s a combination connected home lab and retail space — very interactive and very cool — but probably not a big money maker.  Take a look at Target Open House: DLYohn Brand Experience Brief: Target Open House from Denise Lee Yohn on Vimeo. […]

association brand gap

Shakespeare may have once asked, “What’s in a name?” and generally I subscribe to the notion that selecting the right brand name isn’t as important as developing the right associations for it.  But sometimes names really matter — and they definitely do in the case of professional associations if they want to close the association […]

new rules of customer engagement

The start of a new year provides an excellent opportunity to reconsider old ways and adopt new practices.  With that in mind, I’d like to suggest three new rules of customer engagement in 2016 for marketers. […]

What do Mitch Joel, Mark Di Somma, Adam Toporek, Jeannie Walters, Mike Wittenstein, and yours truly have to say about customer experience and brand-building?  Check out this slideshare of quotes, Great Brands Create Extraordinary Experiences. These nuggets of wisdom are culled from a series of interviews I had with business thought-leaders about my new book, Extraordinary Experiences: […]