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
How do you develop customer relationships that are strong and sustaining? How do you connect with people in meaningful, valuable ways? My new video in the series, Denise Lee Yohn Answers Your Brand-Building Questions, tackles this topic — take a look: Brand Expert Denise Lee Yohn on How to Develop Strong Customer Relationships from Denise […]
11.23.15
It’s Still About the Experience
“Those businesses that relegate themselves to the diminishing world of goods and services will be rendered irrelevant. To avoid this fate, you must learn to stage a rich, compelling experience.” These words were written over 18 years ago by Joe Pine and James Gilmore in their book The Experience Economy: Work Is Theatre and Every Business a […]
Today’s Brand Experience Brief, video audit and analysis, is on Popeyes Louisiana Kitchen, the fast food restaurant chain with a new restaurant design, focus on food, and unique internal culture. DLYohn Brand Experience Brief: Popeyes Louisiana Kitchen from Denise Lee Yohn on Vimeo. other Brand Experience Briefs: Costco Jason’s Deli Superchix ***transcript: Today’s brand experience brief […]
11.10.15
What Is Customer Experience
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 […]
04.21.15
Brand Experience Brief: Eureka!
Eureka! is a chain of polished casual restaurants that claims to deliver a value driven experience defined as “eatertainment.” Check out this video audit and analysis of the brand experience to see if it delivers on that claim. Brand Experience Brief: Eureka! from Denise Lee Yohn on Vimeo. Other Brand Experience Briefs (video audits and […]
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 […]
03.24.15
Brand Experience Brief: Sport Chalet
Welcome to my newest Brand Experience Brief, a video audit and analysis of a new or interesting retail or restaurant concept. Today you can take a look at Sport Chalet flagship store located in the Fig@7th shopping center in downtown Los Angeles, CA. As you will see, the concept and design of the store is quite compelling […]
In Case You Missed It — Here’s a round-up of my most popular content from this month, February 2015: HBR column: 7 Steps to Deliver Better Customer Experiences — Most companies are using an incomplete definition of customer experience, and have incomplete tools and approaches to design and manage it. brand […]
02.23.15
Brand Experience Brief: Best Buy
This Brand Experience Brief covers Best Buy. I visited the location in Richfield, MN, and found that instead of presenting a cohesive Best Buy brand experience, the store provides a collection of shopping experiences for different brands. Take a look: DLYohn Brand Experience Brief: Best Buy in Richfield, MN from Denise Lee Yohn on Vimeo. transcript: […]