(The following is the first in a two-part blog-exchange I’m doing with Annette Franz Gleinicki, a customer experience expert focused on improving customer and employee experiences. I follow Annette on Twitter and have learned so much from her writings. Because we have similar perspectives on customer experience, we decided share with our readers each others’ thoughts on […]
customer experience
05.06.13
Hold the Cone
brand-as-business bit: Hold the cone! No, I don’t mean “hold the phone.” I’m saying “hold the cone” because that’s what ice cream shop workers should do. Allow me to explain: Recently while in the Virgin America terminal at SFO, I decided to treat myself to some Pinkberry. After preparing my cone of yogurt yumminess, the […]
04.29.13
Brand Experience Brief: Caffe Bene
(Here’s the latest brand experience brief. In each of these short videos, I provide an audit and analysis of a new or interesting restaurant or retail concept.) Cafe Bene has become a coffee brand with excellent cafe design. Caffe Bene may be to Starbucks what Smashburger is to McDonald’s — a niche competitor with a distinctive product […]
brand-as-business bit: I recently spoke at CAMEX, the trade show and educational event for the collegiate retailing industry, produced by the National Association of College Stores. My topic was “More Walk, Less Talk: Build Your Brand through Culture & Customer Experience“ and I inspired and taught attendees how to drive their brand promise into their company culture and implement a […]
Ron Johnson’s departure from J.C. Penney last week can be attributed to his low CQ, that is, Customer Quotient. Just as some leaders have been accused of low EQ, emotional quotient (defined as the ability to identify, assess, and control the emotions of oneself and of others), Johnson lacked the ability to identify, assess, and […]
(Here’s a slightly different brand experience brief. Instead of providing a video audit and analysis of a unique retail or restaurant brand experience, I contrast two direct competitors.) The New Balance and Nike stores across the street from each other in New York City’s Flatiron district delivered unique brand experiences in their own way. Check […]
(Welcome to the newest brand experience brief. In each of these short videos, I provide an audit and analysis of a new or interesting restaurant or retail concept.) Denny’s is embracing the brand positioning “America’s Favorite Diner.” Its new flagship location on Las Vegas’s Fremont Street reflects this new positioning, while including several Las Vegas […]
(Check out my latest Brand Experience Brief — a video audit and analysis of a new or interesting restaurant or retail concept.) The Whole Foods store in Encinitas, California, brings the best of a farmers’ market and the best of a national grocer together, demonstrating how a national brand can engage its local communities authentically. […]
01.28.13
Nine Tenets for Retail in 2013
Nearly 30,000 thousand people gathered at the National Retail Federation’s Retail BIG Show 2013 to hear from thought-leaders on the challenges and opportunities in retail. Here are key tenets from the conversations. Nine Retail Tenets for 2013 by Denise Lee Yohn from Denise Lee Yohn, Inc. […]
One of the biggest learnings from this past holiday season is how dramatically consumer behavior is changing. People are now using an arsenal of smartphones, mobile devices, social apps, tablets and other tools to research prices, redeem coupons and make purchases. And at the same time retailers are using an ever-growing list of channels and […]