WEBINAR: How To Get The Most Out Of Your Most Important Customers
You likely wouldn’t treat a complete stranger the same as your best friend. So why do brands continue to treat their Members, their known customers, the same as the anonymous shopper who just walked in the door? According to the 2016 Bond Loyalty Report, you are likely a Member of 13.4 loyalty programs. You may […]
Forward To New eBook on Customer Success
The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door. And certainly, this focus on attracting, or hunting, new customers has been a short-term […]
Customer Journey Mapping Workshop in March 2016!
Join us for a hands-on customer journey mapping workshop in historic Philadelphia! I’m thrilled to announce our next open enrollment workshop: March 23, 9:00 – 5:00 & networking dinner March 24, 9:00 – 4:30 Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop […]
Customer Journey Mapping Workshop in November 2015!
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our first open enrollment workshop: November 17, 9:00 – 5:00 & networking dinner November 18, 9:00 – 4:30 Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop […]
SXSW Voting: Journey Mapping Edition!
SXSW voting has now closed. Huge thanks to everyone who voted for our session. *** It’s still seven months away, but I’m already getting excited for SXSW 2016. As you might know, I have a passion for customer journey mapping—and I want to share it in Austin! The team here at Kerry Bodine & Co. […]
FREE Report: 5 Value Drivers To Make Your Smartwatch App Indispensable
What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? And how can brands take advantage of this tiny addition to the device ecosystem? To uncover the answers to these questions, Kerry Bodine & Co. partnered with our friends at the user experience research and testing firm AnswerLab. We’re thrilled […]
A New Name, A New Logo—And A Lot More To Come!
We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co. We’ve had the joy of working with Mel Lim Design to evolve the visual elements of our […]
Welcome, Amelia Sizemore!
I’m thrilled to announce that I have a new partner in crime: Amelia Sizemore. Amelia and I worked together for several years on the customer experience team at Forrester Research, where we became close friends and terrific collaborators on both research and consulting projects. Amelia will be working with me to develop several new service […]
It’s 02015: Time to Start Thinking Long Term
When we moved back to San Francisco in 02009, my husband and I joined an organization called The Long Now Foundation. About once a month, we attend Long Now lectures to learn about topics like the world’s oldest living organisms; the coevolution of light, life, and color on earth; how to find dangerous asteroids; and […]
eBook: The 2015 Customer Experience Outlook
I’m thrilled to announce an exciting project with my partners at Doberman! We’re always looking for new ideas to inspire our work. So we recently reached out to some of our favorite customer experience authors, designers, and industry leaders to find out what they were thinking about at the beginning of 2015. The result is […]
