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New Customer Experience Workshops Announced!

May 2, 2017 by Kerry Bodine

New Customer Experience Workshops Announced!

I’m excited to announce two additions to our 2017 workshop lineup! NEW! Brand Experience Please contact us to schedule your private workshop. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. In this interactive workshop, we’ll help you examine your organization’s brand from the outside in (Read More...)

Customer Experience First, Business Strategy Second

October 6, 2015 by Kerry Bodine

Customer Experience First, Business Strategy Second

Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post, I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. (Read More...)

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Another One Bites The Dust: JetBlue’s Broken Promises

July 2, 2015 by Amelia Sizemore

Another One Bites The Dust: JetBlue’s Broken Promises

I’m not angry, JetBlue. I’m just disappointed. Ok, I’m actually pretty miffed, as are many, many others. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. Though I’m a frequent JetBlue flier, I’ve checked a bag only twice (Read More...)

What Does Your Brand Stand For? No, Really.

June 18, 2015 by Kerry Bodine

What Does Your Brand Stand For? No, Really.

Have you seen the website Honest Slogans? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy: Try it out before buying it on Amazon Gillette: We’re just going to keep adding more blades WebMD: Convince yourself that you have a terminal illness (Read More...)

Q&A About Brand, Marketing, & Customer Experience

July 16, 2014 by Kerry Bodine

Q&A About Brand, Marketing, & Customer Experience

Last week I did a webinar with the fine folks at the Society of Digital Agencies about the disconnect among brand, marketing, and customer experience (CX) that exists in many organizations. My advice to the attendees, who were (unsurprisingly) mostly from digital agencies, was to strive to connect the marketing promises that they create with (Read More...)

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