Currently viewing the tag: "customer experience"
square: disrupting the payment experience
by denise lee yohn
on May 8, 2013
· 0 Comments
· in brand delivery, brand perceptions, innovation, retail
(The following is the first in a two-part blog-exchange I’m doing with Annette Franz Gleinicki, a customer experience expert focused on improving customer and employee experiences. I follow Annette on Twitter and have learned so much from her writings. Because we have similar perspectives on customer experience, we decided share with our readers each others’ thoughts on [...]
brand as business bit: Hold the cone! No, I don’t mean “hold the phone.” I’m saying “hold the cone” because that’s what ice cream shop workers should do. Allow me to explain: Recently while in the Virgin America terminal at SFO, I decided to treat myself to some Pinkberry. After preparing my cone of yogurt [...]
brand experience brief: caffe bene
by denise lee yohn
on April 29, 2013
· 0 Comments
· in brand delivery, brand perceptions, brand touchpoints, business, retail
(Here’s the latest brand experience brief. In each of these short videos, I provide an audit and analysis of a new or interesting restaurant or retail concept.) Caffe Bene may be to Starbucks what Smashburger is to McDonald’s — a niche competitor with a distinctive product and memorable experience. Check it out: Brand Experience Brief: Caffe [...]
what a strong brand does for small business
by denise lee yohn
on April 18, 2013
· 0 Comments
· in brand delivery, brand value creation, business, retail
brand as business bit: I recently spoke at CAMEX, the trade show and educational event for the collegiate retailing industry, produced by the National Association of College Stores. My topic was “More Walk, Less Talk: Build Your Brand through Culture & Customer Experience“ and I inspired and taught attendees how to drive their brand promise into their company culture and [...]
Ron Johnson’s departure from J.C. Penney last week can be attributed to his low CQ, that is, Customer Quotient. Just as some leaders have been accused of low EQ, emotional quotient (defined as the ability to identify, assess, and control the emotions of oneself and of others), Johnson lacked the ability to identify, assess, and [...]
brand experience brief: nike vs new balance
by denise lee yohn
on April 1, 2013
· 0 Comments
· in brand delivery, brand perceptions, brand touchpoints, innovation, retail
(Here’s a slightly different brand experience brief. Instead of providing a video audit and analysis of a unique retail or restaurant brand experience, I contrast two direct competitors.) The New Balance and Nike stores across the street from each other in New York City’s Flatiron district delivered unique brand experiences in their own way. Check [...]
brand experience brief: denny’s on fremont street
by denise lee yohn
on March 7, 2013
· 0 Comments
· in brand delivery, brand perceptions, brand touchpoints, business, retail
(Welcome to the newest brand experience brief. In each of these short videos, I provide an audit and analysis of a new or interesting restaurant or retail concept.) Denny’s is embracing the brand positioning “America’s Favorite Diner.” Its new flagship location on Las Vegas’s Fremont Street reflects this new positioning, while including several Las Vegas [...]
brand experience brief: whole foods encinitas
by denise lee yohn
on February 11, 2013
· 1 Comments
· in brand communication, brand delivery, brand perceptions, brand touchpoints, business, marketing, retail
(Check out my latest Brand Experience Brief — a video audit and analysis of a new or interesting restaurant or retail concept.) The Whole Foods store in Encinitas, California, brings the best of a farmers’ market and the best of a national grocer together, demonstrating how a national brand can engage its local communities authentically. [...]
Building a strong B2B brand starts with corporate culture. Business leaders must rally their employees around common cultural values because culture determines whether they will embrace and appropriately interpret and reinforce it in their customer interactions. The opportunity is to use culture-building to optimize a company’s internal workings and engage the workforce in delivering [...]
nine tenets for retail in 2013
by denise lee yohn
on January 28, 2013
· 0 Comments
· in brand delivery, brand perceptions, brand touchpoints, business, innovation, leadership, retail
Nearly 30,000 thousand people gathered at the National Retail Federation’s Retail BIG Show 2013 to hear from thought-leaders on the challenges and opportunities in retail. Here are key tenets from the conversations. Nine Retail Tenets for 2013 by Denise Lee Yohn from Denise Lee Yohn, Inc. Tweet
sony’s susan jurevics on the great convergence
by denise lee yohn
on January 14, 2013
· 0 Comments
· in brand communication, brand touchpoints, marketing, retail
One of the biggest learnings from this past holiday season is how dramatically consumer behavior is changing. People are now using an arsenal of smartphones, mobile devices, social apps, tablets and other tools to research prices, redeem coupons and make purchases. And at the same time retailers are using an ever-growing list of channels and [...]
(This is a Brand Experience Brief — a video audit and analysis of a new or interesting restaurant or retail concept.) Walmart Neighborhood Market, a smaller format store, competes against dollar stores and grocery stores — it looks to me like they just might win the fight. Check it out: Brand Experience Brief: Walmart Neighborhood [...]
(Want to get the scoop on new and interesting retail and restaurant concepts? Brand Experience Briefs fill you in.) Most people think of pairing burgers with beers, but Fox Restaurant Group’s Zinburger is actually a burger and wine bar. Check out this brief on the brand experience at this innovative concept: Brand Experience Brief: Zinburger [...]
brand experience brief: fresh 2 order
by denise lee yohn
on December 5, 2012
· 0 Comments
· in brand identity, brand perceptions, brand touchpoints, retail
(Here’s the latest in my series of insights and analysis on new and interesting restaurant and retail concepts, Brand Experience Briefs.) Fresh 2 Order is a fast casual restaurant concept that seems to have a good thing going but lacks design excellence and coherence*. Check out this video audit: Brand Experience Brief: Fresh 2 Order [...]
(Check out a new and interesting retail concept in this latest Brand Experience Brief.) C9 is Target‘s new active apparel store at San Francisco’s Metreon center. Featuring apparel from Champion, the store is a cross between a Target and a Gap store, and represents the company’s first move into specialty retail. Take a look: Brand [...]
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