Design masterful customer experiences

“The future for both organizations and entrepreneurs is in leveraging innovation techniques to design masterful customer experiences.” Nicholas Webb knows a thing or two about both customers and innovations. As an inventor, he’s been awarded over 45 patents. He now channels his innovative skills to help some of the world’s top brands excel at customer experience. We discussed all of this and more on this week’s episode of the On Brand podcast. http://www.branddrivendigital.com/creating-experiences-customers-crave-nicholas-webb/ ...
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What Customers Crave becomes the #1 Amazon best seller in Customer Relations!

I am pleased to announce that my just released book, What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint, has become the number #1 Amazon Kindle Best Selling book in both Customer Relations and Business Leadership Training. What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they ...
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How to succeed at hospitality guests experience

Historically the hospitality industry would use very conventional public relations methods in order to drive notoriety about their hotel, Lodge or Facility. Today the hospitality industry is leveraging the power of digital ubiquity to reinvent and reimagine new ways to connect with potential guests. One very exciting approach that is being used to identify ways of connecting to the guest that goes far beyond old-fashioned public relations approaches is what I call "Hacking Hospitality" this is where hospitality and travel ...
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The Future of Patient Experience Design (PXD)

The best organizations are developing strategies that drive exceptional patient experiences, across the five key patient touch points. Additionally, these market-leading organizations are gaining the best patient insights, leveraging a wide range of new tools including innovation best practice and social analytics, just to name a few. If your organization is ready to protect yourself against emerging disruptive innovators. If you’re ready to lead your market in exceptional patient experience, than you’ve come to the right place. Remember healthcare organizations ...
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Designing digital experiences for e-commerce – from UX to CX

Go beyond User Experience (UX) Design and drill down to Customer Experience (CX) design. A common mistake that digital entrepreneurs make is they forget to humanize their site, because they're so focused on designing a digital experience, they forget the "human factor" to their peril. User Experience (UX) speaks to essentially digital ergonomics and how a site visitor will engage your technology, whereas Customer Experience speaks to how you identify your customers in a way that drives stickability, engagement and ...
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Banks and Financial Institutions need to go beyond the spreadsheet to deliver exceptional Customer Experiences

Banks and financial institutions have a unique and special problem when it comes to gaining customer insights. The problem is they tend to use their weapon of choice "spreadsheets", in other words they look at customer insights as a data gathering and aggregation activity. The truth of the matter is data analytics and CRM methods are only partially useful in gaining insights about consumer behaviors. In a market universe that can best be described as disruptive and hyper-competitive banks and ...
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The Crave Top 20 List – companies that deliver the best Customer Experience (CX)

The “Crave List” catalogs 20 of the best companies in America that deliver Exceptional Customer Experience In my new book, I catalog the anatomical features of some of the best companies in America. More importantly I describe how the best organizations in the world are leading their markets through Customer Experience (CX) Innovation. After three years of research, I discovered the “Three Key Dimensions” that drive the success of the best brands in the world. The dimensions include, how organizations ...
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The Highway of The Future

The good old days In the not-too-distant past, roads and highways were pretty simple to design given that we simply needed to get from point A to point B. Unfortunately, those simple days are gone, and they are gone for good. Today, disruptive innovators are leveraging connection architecture, user communities and new business practices to deliver significant user value across virtually all industry categories. Highway construction however in many cases is struggling to catch up to developing the best practices ...
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