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Unbeatable Customer Delight: How Geico Makes You Laugh, And Buy
A standout case of customer delight has earned April’s Microinteraction of the Month! Last Saturday at 9pm, I announced dinner time to my cats using my Geico Hump Day Camel impression, just like I do...
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What New Omnichannel Trends Really Mean for Customers
Remember when retailers were scared of their online competitors? While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once...
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Updated: How Micromapping Can Save Your Business
I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A...
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Stop Looking at Channels for the Best Omnichannel Experience
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in...
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3 Ways the Best Brands Do Omnichannel Right
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a...
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