“…In healthcare, we've seen a massive push towards improving the patient experience, which is unequivocally the right focus. However, equally critical to transformational change are our clinical team members, and there are distressing signals they are often forgotten from these efforts.”
Read More“…What do smart brands like Disney, Clear, The Standard Hotels, and Docent Health have in common? They all know that language matters, and they focus on the tiniest nuances of how they communicate and engage with their customers…because it can make all the difference!”
Read More“…In an era of digitization, the right analog experience – a book, a letter, a watch, or an LP – can be more meaningful to a consumer's soul than the virtues of simplicity, speed, or ubiquity.”
Read More“…The unlikely story of how a struggling pizza brand re-focused on innovating the customer experience and radically reinvented itself.”
Read More“…After nearly two decades of technology leaders refocusing on software-driven approaches, a subtle change in the world of audio speakers has inverted this thinking. How innovations in the smart speaker landscape have created a hardware paradox, where for the first time in seemingly ages, the physical device is proving more important than the software that drives it.”
Read More“…Consumers may have questions on product quality and value, but if you’ve read this far, the rightquestion to ask is, how does a custom shirt offering allow Uniqlo to fortify it’s physical network of 1,600 stores while its peers are being decimated?”
Read More"...Launched in 2015, The Standard and its leadership had chosen to wade into perilous territory others had avoided. As first-movers in the same-day booking space like the aforementioned HotelTonight (mobile) and Priceline (online) took market share, only The Standard chose to directly give their consumers their unique take on same-day bookings."
Read More"...The San Francisco-based mobile app, which has drawn legions of users for its friendly interface and slick ability to book last minute hotel rooms at discounted rates, has just expanded a feature which may reshape how numerous industries think about human touch and customer service.
Read More"..and it's this refined reaction that can drive emotionally compelling, Proustian Memories. We've all had them. That moment when a wave of sensations and emotions, deeply embedded in your shadowy subconscious, floods back with effortless ease.
In the consumer world, a few common brands are lucky to have this embedded in their offering. The fragrance of freshly ground coffee in Starbucks. The hot-out-of-the-oven cinnamon rolls at Cinnabon. Even our primitive malls bask in the ridiculous buttery balm of Auntie Anne's pretzels. (You're thinking about how good all of those sound right now, aren't you?)"
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