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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 fad and why spend time […]

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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 Harley Manning. I was stunned […]

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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 adamant that they are right, […]

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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 a soul, for the sake […]

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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 I read the stepping stones […]

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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 once exciting and frightening for […]

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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 the state of an industry, […]

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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. They never present a home […]

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