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Outside In · The Power of Putting Customers at the Center of Your Business. Customer Experience. For the past two weeks, I’ve been on the other side of the planet, spending a few days each in four very different cities: Sydney, Singapore, Beijing, and Shanghai.

Customer Experience

While Sydney was much like I remembered it — an exotic version of San Francisco but with better weather — the Singapore skyline had changed drastically and now appears to be a science-fiction version of the seaport I remembered. (If you think I’m kidding, just do a search on “Marina Bay Sands Hotel.”) In contrast to Sydney and Singapore, I hadn’t been to either Beijing or Shanghai before. I was blown away by how vibrant those cities are and how much prosperity is on display: If the Chinese economy is truly slowing down, you wouldn’t know it from all the luxury cars on the road. Despite all the diversity I saw on my trip, for me, there was one constant across all four cities: the high level of interest in customer experience. In Sydney, I gave talks about customer experience to three different groups of 20 to 40 people each. What Exactly Is a. Build your brand touchpoints. Build your brand touchpoints Monday, February 8, 2010 in brand design language, your brand touchpoints are a complete list of every opportunity the public at large has to interact with, or “touch,” your brand, from your identity, to your marketing & advertising, to the experience of working with you. it’s a much longer list than you could probably write off the top of your head, and for that reason, it’s a good idea to compile all the possible brand touchpoints your business might have so you can give attention to each one and plan how they will work together in the grand scheme of your brand strategy. this article gives a good overview of what a brand is and defines the major common touchpoints most businesses can use to communicate their brand message.

build your brand touchpoints

A hitchhiker’s guide to Service Design! « Service Jam London 24-26 Feb 2012. Since the Jam is getting closer, we thought it would be a great idea if we post some information about Service Design.

A hitchhiker’s guide to Service Design! « Service Jam London 24-26 Feb 2012

We are hoping that the following findings will be useful for the ones that are unfamiliar with the meaning and techniques of Service Design and that they will serve as a fast and accessible source for everyone before, during and after the jam. First and foremost, visit the blog of our friends in Berlin to read a smart and concise article about “What is Service Design”. Clean graphics that speak about SD in the book This is Service Design Thinking. A customer journey canvas is available for download on its website. [IMPORTANTE] 4 tipi di “connessioni”: la strategia che può fare la differenza! Non solo Facebook… connessioni, conversioni, motori, social, etc.

In questo articolo non parlo solo di Facebook … ho ripetuto più volte che Facebook da solo non fa miracoli e può funzionare molto meglio se ben integrato in una più complessa strategia di web marketing. Prima di continuare leggi l’articolo sulle “conversioni” (se non l’hai già letto giorni fa). Come acquista la gente? Amazing graphic of customer experience touchpoints. I’m detecting an exciting shift in the marketing technology landscape — less of an emphasis on back-office analytics, and more of a focus on delivering compelling customer experiences in the front-office.

Amazing graphic of customer experience touchpoints

To be sure, analytics support that mission; but they don’t dominate it. I think this is a really important step forward. Earlier this month, Brian Walker of Forrester released a report on The Emergence of Customer Experience Management Solutions that discusses some of the dynamics of this shift. What struck me most from the report, however, was this terrific graphic that does a beautiful job of visualizing the different touchpoints throughout the customer lifecycle, along with some of the communications vehicles that play a role at each point: Forrester defines a customer experience management (CXM) solution this way:

Corporations That Don’t Practice Social Responsibility Can’t Hide Anymore. A feel-good brand won’t gain much respect (or sales) from consumers these days if it’s owned by a not-so-feel-good corporate parent.

Corporations That Don’t Practice Social Responsibility Can’t Hide Anymore

That’s the message from a new survey showing that consumers are no longer easily fooled by complex corporate structures; they’re increasingly doing detective work to discover the real companies behind their products. The survey, conducted by Weber Shandwick and KRC Research, spans four countries (China, Brazil, U.S., U.K.), 1,375 consumers, and 575 senior executives from major corporations. The survey found that 70% of respondents said that they stay away from a product if they don’t like the parent company, 67% check product labels to find the parent company, and 56% would think twice about buying a product if they couldn’t find information about the corporation behind it.

In the U.S., one out of six consumers will stop buying a product altogether if they discover that they don’t like the parent company. Sketchbook: 'Next generation check-in' experience from Qantas. It was launched at Sydney's Kingsford Smith Airport (SYD) about a month ago.

Sketchbook: 'Next generation check-in' experience from Qantas

I was there on the day before launch, heading up to Brisbane, and noticed the newly installed check-in poles under cover. On the following day I was there again, horribly early to head to Melbourne, and the system was live. I'd been sent a new smart card and set of luggage tags a week before. The tags, and what looked like the packaging they arrived in, are designed by one of Australia's finest designers Marc Newson , and contain sensors that 'lock' my identity to the bags, meaning they the bags can just be dropped off rather than manually checked-in. The tags are robust, and with pleasingly firm, rubbery tactility, like heavy-ish discs and with a simple loop to attach to bag handles. The other primary physical interaction is with new check-in 'poles' dotted throughout the entry to the terminal concourse.