REFLECTION

Crossing the Customer Experience Crevasse

While you may not be climbing Everest this week, hopefully your organization is on a quest to become more customer-centric.

Reeling in Success: Agility in Fishing and Customer Experience

Over the last week, we traveled from Michigan’s Upper Peninsula to the Black Hills of South Dakota. We’ve camped alongside lakes, rivers,...

The Power of Legacy: Lessons from a Hometown Tire Shop

this isn't just my origin story; it's an invitation for you to reflect on your own business's origins and the values that drive it.

Personas are worthless

Personas are worthless until you bring them to life. Learn five common persona pitfalls and ways to make personas a strategic, pivotal asset

No Dead Flowers here: Using Customer Journey Maps in the Classroom

MKTG 455: Strategic Internet Marketing, taught by Adjunct Professor Stuart Atkins at Cal State Fullerton was where I found myself on the...

Use Personas to Walk in Your Customer's Shoes

When you design products and services, do you start with your customer? Are you thinking about the pain points of your core audience? Are...

Five Key Customer Experience Lessons from Apple Retail

With over 1 million visitors a day and $5,775 of revenue per square foot (2014, according to eMarketer, published in Fortune), Apple...