Blog
LightSpeed Focuses on Retailer’s Experience to Improve the Customer Experience
LightSpeed (www.lightspeedretail.com) introduced a Mac-based point of sale system for multi-location, inventory-focused retailers in 2005. With annual enhancements like e-commerce, mobile, developer APIs, and now iPad support, LightSpeed has made retailing much easier for retailers. LightSpeed takes the work out of retail by putting minutes back into retailers’ days....
Read MoreCoca-Cola Reveals Its Brand Strategy
I’ve been saying this for years, but when a big brand like Coca-Cola says it, people listen more So, watch how Coca-Cola explains its brand strategy for the next decade here. If you’re a supplier or wanna-be supplier, you’ve to see this and rethink the way you approach this brand. The content, in my opinion, is spot on. Interestingly, Coca-Cola is tipping its...
Read MoreSkype Used to Deliver Keynote in Australia
I used Skype to deliver “Crafting an Elite Customer Experience” to an executive group assembled by Marcus Evans in Sydney, Australia from my office in Atlanta, Georgia. It’s the first major event I’ve relied on Skype for and it did remarkably well. Attendees gained insights into how brand leaders use customer experience to differentiate their brands—on...
Read MoreKevin Roberts of Saatchi on Experience Design
Last year, I had the opportunity to meet Kevin Roberts, CEO of Saatchi. He gave an impassioned and impromptu presentation on the value of experience and its love, connection, and authenticity components. Here’s an excerpt:
Read MoreConsumers Spend More At Places Where Employees Are Treated Well
Researchers at the Universities of Virginia and Colorado polled 1,615 retail employees, 57,656 customers, and 306 stores of a single retail chain to discover that how employees feel about their jobs has a strong impact on how well they do their jobs which, in turn, adds to customer spending and comparable store sales growth. A single digit increase (on a scale of seven) of ‘perceived...
Read MoreCan Experience Design Help Healthcare? Yes!
Tom Lee’s presentation at this year’s GEL Conference focused on how his healthcare organization, One Medical, is making tangible progress to making the experience of healthcare delivery better while maintaining profitability. Here’s the video: In a very approachable style, Tom explains how hard the ‘medical system’ makes it for patients. They put up obstacles...
Read MoreGetting Unstuck Now Has An App!
Everyone knows what it’s like to be ‘stuck’ and nobody likes it. Keith Yamashita of SYPartners (one of the first experience designers I knew) has put some of his ideas about ‘idea progress’ into an app that makes it easier to question yourself, answer yourself, and make progress on your toughest issues. Every day, in my opinion, people get stuck. Sometimes it’s...
Read MoreExperience Design Works for Non-Profits Too
Design gives everyone more of what they want. Experience design does the same thing but also includes the delivery of emotions. It turns out that emotions are just what’s needed for social services to be more effective on the front lines–where it matters most. The presentation that follows introduces experience design for social workers and researchers using examples from Apple...
Read MoreImagine Being Picked Up Planeside in a Porsche
Friend and Thunderbird Alum Chris McGinnis (@cjmcginnis), a travel consultant who writes The Ticket, recently spotted a new service by Delta Air Lines that picks up top-tier fliers right on the tarmac and whisks them to baggage pickup then to their parked cars. What kind of ride do these pleasantly surprised passengers get? A ride in a Porsche Panamera. Not too shabby. Let’s see what this...
Read MoreWhat if your cash register could count people and not just cash?
Since the invention of the cash register by James Ritty in 1879, shopkeepers have been using the device to count cash. With the interconnectivity that today’s cloud-based technology solutions and data architectures bring, it’s possible to count customers too. Michael Koploy, ERP Analyst at software selection and referral company, Software Advice, shared four distinct benefits of...
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