Category: Brand

• Apple Brand Convergence Customer Experience Design Online Strategy Technology Web

  The Death of “Just in Case” Web Design

  Ever since the first web browsers were created in the mid 1990’s people have been endlessly debating on how to design a web site. Or more specifically their companies’ site. At first it was left to a small group of people to make the decisions, because it was probably a…

  February 18, 2014
• Brand Convergence Cross Channel Experience Culture Customer Engagement Customer Experience Customer Service Design Forrester Research Multichannel

  Outside In: Forrester Customer Experience Forum 2012

  Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and…

  July 1, 2012
• Advertising Agency Brand Customer Experience Design

  Inside Out or Outside In?

  Working teams sometimes get locked in difficult battles when it comes to settling on a creative direction or execution. I’ve noticed that many of these encounters are caused by how the two sides, usually in heated debate, are either looking from the inside out or the outside in. Both are…

  November 10, 2011
• Brand Customer Engagement Engagement Networks Social Media

  The Soul of a Brand

  What’s your soul worth? Bart Simpson sold his to Milhouse for $5.00. I would say he may have left some money on the table. Not to worry, this post is not about any particular spiritual compass, but it is the longest post I’ve ever written, 1,486 words. Let’s say that…

  October 18, 2010
• Brand Culture Social Media Technology

  The Digital Planet – Brands Should Prepare for Arrival

  I’ve spent some time pouring over Razorfish’s latest study FEED: A Digital Brand Report. In the past they have studied how consumers alter their behavior to adapt to new digital technologies. In this installment they look more closely at how consumers interact with brands online. With each one of these studies…

  November 14, 2009
• Advertising Brand Social Media Social Networks

  User Generated Content Disrupts Brand Search Results

  In a June 8, 2009 article from Marketing Vox and Nielsen BuzzMetrics SES Magazine entitled Turning Blogs and user-Generated Content Into Search Engine Results, Chris Aarons, Andru Edwards and Xavier Lanier state: 25% of search results for the world’s Top 20 brands link to user generated content This is probably at…

  August 23, 2009
• Airline Travel American Airlines Asperger’s Brand Customer Experience

  American Airlines Finds A Way

  Several posts ago I commented on a recent experience traveling United Airlines. It was a mixed bag, as anyone who travels by air these days knows is a generous statement. But I recently had an experience with American Airlines that proves a great customer experience can be delivered regardless of…

  December 30, 2007
• Apple Brand Usability User Experience Web 2.0

  Apple’s Site Search Drives Brand Consideration Through Prospect Experience

  Apple has always been one of my favorite brands as well as my first choice in computers. I have long admired their web site for how on brand it is, the clean look, crisp copy and easy navigation. My one criticism is that it doesn’t even try to remember me.…

  November 26, 2007