Apple has removed the word “store” from the names of its retail locations. This suggests Apple may be thinking about itself less as a product company and more as an experience brand. This video analyzes the significance of this change and gives you a look at the retail customer experience at the new Apple Union Square in […]
Customer Experience
Marketing automation. Real-time analytics. Chat bots. New technologies like these have created some tremendous capabilities in marketing, customer service, and the customer experience. But as I was reminded by several posts this past month, we must not become so enamored with technology-enabled service that we forget our first love must be our customers. We shouldn’t rely […]
06.28.16
Design Your Brand Touchpoints
A brand touchpoint is any way a person in the marketplace interacts with your brand — so practically every brand has hundreds of touchpoints and each plays a role in shaping brand perceptions. So we must consider brand touchpoint design and management critical to building a strong, valuable brand. This month’s roundup of content I’ve read covers […]
Liberty Public Market is one of the newest entries in a growing food retailing trend — the rise of public markets and food halls. This video explains why these venues are so popular and gives you a brief tour of Liberty Public Market in San Diego. DLYohn Brand Experience: Brief Liberty Public Market from Denise Lee […]
05.03.16
Designing the 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 […]
In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play today. Time was, customer service was a post-purchase business function aimed at fixing customers problems. The ultimate goal […]
Starbucks Reserve Roastery & Tasting Room is part-brand story, part-flagship retail, part-working roastery, and a complete brand experience. Take a look at this video audit and analysis to see why this special store might be Starbucks next big move to make specialty coffee more mainstream. DLYohn Brand Experience Brief: Starbucks Reserve Roastery & Tasting Room […]
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 […]
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, […]
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 […]