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Shopping has become a means of self expression.  As the retail industry continues to fragment and retail brands continue to proliferate, people now make statements to others — and to themselves — by where, when, and how they choose to shop.  I was surprised to discover, though, that the shopping-as-self-expression phenomenon originated back in the […]

percolate customer journey

A few weeks ago I had the opportunity to do a joint webinar with Dom Goodrum, VP Design and Employee Experience, at Percolate.  The topic was “Beyond Branding: Designing Brilliant Customer Experiences.”  I ended up learning quite a bit from Dom as we prepared for and delivered the webinar and wanted to highlight a few […]

employee engagement customer experience

It seems obvious:  employee engagement drives customer engagement.  If you treat your employees well, they’re more likely to create great customer experiences.  But while this truth may be obvious, how to achieve it may not be.  How do you engage your employees?  What does excellent employee engagement look like?  I found a lot of helpful […]

Source: Forrester Research, Inc. 2015

Companies like Airbnb and Uber seem to have less control over customer experience and seem to be managing multiple stakeholders whose interests are sometimes at odds. How does that impact the way you design customer experience? This question was posed to Dom Goodrum, VP of Design and Employee Experience at Percolate, a marketing software firm, […]

It’s been nearly 3 years since I wrote “Lessons from Lady Gaga” and I’m still learning about marketing and brand-building from the Lady of Pop. Lady Gaga has already taught marketers how to attract attention through well-designed appearances (e.g., emerging from an egg at the 2011 Grammy Awards show) and how to develop brand communities like […]

retail customer experience

Brand Experience Week wrapped up last week, but there are plenty of Brand Experience Briefs for you to learn from.  Check out these 41 videos that audit and analyze new or interesting restaurant and retail brands to learn the do’s and don’ts of customer experience design: 1. AT&T Retail Center:  With a name like “Retail Center […]