Category Archives: customer journey

What JCPenney Learned from Apple…and The Gap

JCPenney has been in the news a lot lately. Although still a beloved brand with millions of Americans, it’s a brand that has become a little dusty and tired. In fashion, it seems like all the brand love and energy these days … Continue reading

Posted in customer journey | 2 Comments

What Experience Designers Can Learn From Improv

Brand perceptions are built on reactions to experiences with a brand. As such, changing the experience is a powerful way of changing brand perceptions and behaviors. Although the phrase “experience design” has traditionally been applied to digital experiences, the practice … Continue reading

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How Brands Can Use Instagram Better

Instagram is an app that allows users to take, adjust and share photos–pretty simple and straightforward. Despite (or maybe because of) its simplicity, Instagram has gotten a lot of traction in the time it’s been available, to the tune of … Continue reading

Posted in customer journey, photos, Social Media | 2 Comments

Google’s Embracing of People

It’s been almost two weeks since Google acquired Zagat, creator of those little burgundy guides to local restaurants, rated by actual customers. Since then, there’s been no end to the speculation regarding the acquisition: a good deal, a harebrained deal, … Continue reading

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Apple Starts the Countdown Clock

As a long-time Apple fan, I followed a live blog of Steve Job’s keynote speech at the Apple Developer’s Conference yesterday. By then, the world knew most of the Apple news: iCloud and a new operating system plus a few … Continue reading

Posted in Apple, customer journey, Experience, Marketing, sales cycle | 1 Comment

The ‘New’ Center of the Sales Cycle

The sales cycle is a classic framework that has been around for a long time. You can find versions that are more complicated than this, but I like this one. For me, this is the simplest way of breaking down … Continue reading

Posted in Branding Eras, customer journey, sales cycle | 2 Comments