Posts in Customer Experience
Less is More

Consumers are gravitating toward “simple” products and experiences (even vicarious ones) that are made for the social media age. As technology becomes more inescapable and it becomes harder to truly disconnect, simplicity in form and function provides a crucial relief to the overwhelmed consumer.

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Keeping Your End of the Data Bargain

Among the most frequent grievances we hear about these days comes from customers who are disappointed when the brand they have a relationship with doesn't seem to know it. The trade we’ve all made in the digital age is simple (though perhaps should be more controversial) - we give data to companies and with it they make our lives a little easier.

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Would a Chip of Another Crunch Taste as Fresh?

It may come as no surprise to marketers of consumer packaged goods that there’s a whole field of research dedicated to studying perceptions of the sounds and shapes of products. The goal in all of this is to help producers benefit from multi-sensory perception of products—from their color, the shape of their packaging, the sounds they emit, and the feelings (touch and emotional) they give us—in order to evoke an appealing impression of the brand.

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Separating Myth from Fact in Generations

Over the past several years we’ve been often asked about Millennials, largely because they have actually become the largest generation —80 million people in their early 20s to early 30s - so everyone wants a piece of them. However, it has become clear that much of what has been characterized is more myth than fact.  Relying too much on what becomes conventional wisdom is a mistake that was made with millennials, but should be one we all learn from. 

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The Automatic Zone

With the many sources of information bombarding us all the time, our brains are still programmed to prioritize—with virtually zero conscious thought—the sound or smell of fire burning nearby, for example, or even the much more subtle sound of twigs breaking as something sneaks up on us. Without too much contemplation, we all intuitively understand that this sort of lightening-fast unconscious thought will generate an automatic flight response that will override virtually any other activity our brains may have been engaged in—even sleep for that matter.

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Seeing the Whole Picture on Reducing Teen Vaping

We have seen the evolution of research and its relationship to effective marketing develop in real time, and in the interest of remaining in a leadership role, behavioral science has been a constant point of discussion in our offices.

It seemed for a while like maybe we had all figured out how to deal with tobacco. Use has plummeted, especially among younger users. Then came vaping.

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