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: […]

customer experience as the sum of all interactions a customer has with a company

Customer experience is one of those terms that mean different things to different people.  Like “brand,” “marketing,” and “customer centricity,” the understanding and practice of customer experience varies greatly depending on who you ask. What is customer experience?   Customer Experience Definition I define it as the sum of all interactions a customer has with […]

enchantment & extraordinary experiences

What do great brands do?  Guy Kawasaki would suggest — and I would agree — that great brands are enchanting brands — they fill people with great delight.  Great brands change people’s hearts, minds, and actions — including inspiring them to buy something, but it’s usually about more than that. […]

Looking for some inspiration about creating extraordinary experiences?  Need some insights on great retail customer experiences?  Check out this new slideshow, featuring the Top 10 Quotes from my new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Top 10 Quotes from Extraordinary Experiences from Denise Yohn My new book Extraordinary Experiences profiles seven […]

You’ve got brand-building questions; I’ve got answers! Today I’m introducing a new short series of videos to address the questions I frequently hear about brand-building.  My answers are taken from my recent media interviews, so they’re based on real-live issues.  Take a look at the first installment:  How should we evolve or extend our brand? Brand […]

(Credit: Boundless.com)

I recently wrote an article for OPENfor.business entitled, “Are You Making Excuses for Not Building Your Brand or Are You Embracing Its Potential?”  In it, I explained that some CEOs try to explain why brand-building isn’t relevant or possible for them by claiming “Our situation is different.”  But the unique challenges they think face are, more […]

WGBD Discussion Questions cover page

Ever since my book What Great Brands Do was published, I’ve heard from business leaders who found it to be a rich resource for their thinking and work on brand-building.  Many have told me that they’ve shared the book with their teams and are looking for help in getting their organizations to adopt the brand-as-business […]

#WGBD pinterest board

Spot a great brand in action?  Want to share your favorite brand?  Inspired by a new brand?  Please share your images on my new #WGBD Pinterest board — or tag your Twitter or Instagram posts with the hashtag #WGBD and I’ll make sure they get added to the board.  Images of anything — a product, […]

In my experience working with some of the world’s greatest brands, I’ve discovered the single most important requirement for building a great brand: ownership of brand-building by executives at the highest level of the organization. More than big marketing budgets, more than breakthrough creative ideas, more than strong sales capability — if you want a great […]

denise lee yohn on cnbc on starbucks race togehter

In Case You Missed It — Here’s a round-up of my most popular content from this month, March 2015: CNBC Closing Bell interview: Starbucks’ ‘Race Together’ Campaign Goes Cold — Bill Griffith interviews me.           Forbes column: What You Can Learn About Customer Experience From Sharing Economy Companies — Easy, effective, and emotionally engaging experiences seem indigenous […]