Here’s an interview with Sally Smith, CEO of Buffalo Wild Wings, the casual dining restaurant chain. I spoke with Sally during the research for my new book, Extraordinary Experiences: What Great Retail &Restaurant Brands Do, and in the book I highlighted the Buffalo Wild Wings for ignoring trends because I was fascinated to learn about […]
Has your growth stalled? Do you struggle to become more innovative? Do you think you’re losing control of your brand? Are you concerned you haven’t figured out your new business strategy? …your customer experiences? …or your employee morale? In the 25+ years I’ve been helping business leaders address significant challenges like these, I’ve discovered that there […]
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 […]
Here’s an interview with Cheryl Bachelder, CEO of Popeyes Louisiana Kitchen. I spoke with Cheryl during the research for my new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. As you will hear, Popeyes is a unique regional fast food brand that underwent a dramatic transformation. Take a listen to the interview to […]
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: […]
“Thank you” — two simple words that we probably don’t say often enough — and hear even less frequently — at least, not sincerely. And yet, gratitude may be the most important posture to adopt when relating to others. The folks over at Bulldog Drummond have curated a selection of essays on the theme “Gratitude […]
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 […]
“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 […]
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 […]