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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Winning with Your Customer: What You Need to Know

A common statement that we hear from our clients is, “We want to win with the customer.” What spurs this conversation is, usually our client observes their customers' changing behavior, like switching to a competitor or they’re making more infrequent transactions. While there may not be a clear indicator of why this behavior is occurring, what all of our clients know intuitively is that the first step to winning with the customer starts--very simply--with better understanding the customer.

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Research Done Right Leads to a Happy Life

Nicole Dieker says that moving from Seattle to Cedar Rapid was “the best $5,929.10 I ever spent.”

How she decided to make the move is a story of, among many things, great research. The same type of great research that we recommend for clients all the time. She found a methodology that helped her really understand what the move was going to feel like.

We talk about how good CX planning can impact a business. Nicole has shown that the same type of planning is just a good idea generally.

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Look Back At A Forward Looking Article

Sometimes it’s good to take another look back at something that changed the way you think. An article from four years ago in the Harvard Business Review by David Edelman and Marc Singer is one that deserves another look. In it, they offer some of the most interesting and cogent observations on Customer Journey Planning that we had read before and perhaps still to this day: “Competing on Customer Journeys.”

We highly recommend you read the whole article, and, to motivate you to do so, here’s the spoiler: According to Edelman and Singer, customer journeys are “…becoming central to the customer’s experience of a brand—and as important as the products themselves in providing competitive advantage.” Pretty compelling stuff.

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