When you map out your customer’s online journey, think about each point of interaction your users have with your data. Consider how your customer reacts to both anything you send out as well as any experience your customer has when you are..
Marriott sells hotel rooms. PepsiCo sells food and beverages. Nike sells shoes and clothes. Your business sells things too: news, software, professional services, widgets…whatever. But deep down most people aren’t buying these things. What they..
Earlier this winter, Google launched an awful product: Google Pixel Buds Bluetooth headphones ($165), which were beleaguered by the unfortunate problem of not transmitting sound. (Here’s a Wired magazine review that enumerates the headphone’s..
Like most of us, I seem to find myself at the end of the year interacting more than usual with retail, travel and service companies and organizations. Holiday shopping and travel explain part of it, while end-of-year deadlines and extra time off..
I couldn’t be happier with my all-electric 2013 Nissan Leaf. For four years now I’ve been gleefully swooshing past gas stations. And it’s been in the shop only once, back in March, to upgrade the navigation software. Other than tires, brakes,..
Recently, Amazon has been all over the news for its dramatic purchase of Whole Foods. I like this move for a variety of reasons, but primarily because I’m looking forward to seeing how the company reinvents the grocery shopping experience for its..
Marketers love to tout the “premium” aspects of wares they promote. McDonald’s sells premium salads, Alamo rents premium vehicles and Hanes offers premium socks. But do all these goods really live up to our expectations of premium?
In case you missed it, the phrase “digital transformation” is everywhere. Google it, and you will be presented with a list of nearly nine million links. That’s not as many as “big data” (64 million references), but it is quickly rising as the..
Here's a look back at our three most popular dBrief blog posts for 2016. We'll be back next week to start off 2017 with a new dBrief. Happy holidays to all our readers!
We’ve all been at companies that talk the talk but don’t walk the walk when it comes to the importance of customer feedback and insight. At these companies, client feedback is often stuck in silos (Customer Service, Account Management, etc.) and..