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 […]
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 […]
What’s it like to work at a company that has no managers?! This Brand Experience Brief takes you inside the new offices of online retailer Zappos. Last year, Zappos adopted a self-organization system called halocracy, which it says “enables employees to act more like entrepreneurs and self-direct their work instead of reporting to a manager […]
The Sharp Healthcare All-Staff Assembly provides a compelling example of how to engage, educate, and emotionally connect your workforce with your brand. Take a look at this short video to see how this annual event helps keep the thousands of Sharp staff, partners, and volunteers motivated, aligned, and focused on delivering The Sharp Experience. DLYohn Brand […]
I was captivated by the big game tonight. I’m not talking about the one played on the football field during Super Bowl 50. I was much more interested in the game that advertisers were playing — the one where celebrities, animals, and jokes were the players; 117 million or so viewers acted as the referees; and […]
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 […]
The start of a new year provides an excellent opportunity to reconsider old ways and adopt new practices. With that in mind, I’d like to suggest three new rules of customer engagement in 2016 for marketers. […]
Which brands will break new ground, fall from grace, or overcome obstacles in 2016? Here’s my list of brands to watch in 2016. Since I couldn’t narrow the list to a handful as I’ve done in past years, I decided to expand the list to 26, one for each letter of the alphabet. So here’s […]
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 […]
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 […]