Tag Archives: customer experience

October 4, 2021


Choosing Your Customer with Jonathan Byrnes

jonathan byrnes on brand

“In the old days, branding was a very broad thing. Today it’s picking your spot.” Jonathan Byrnes knows a thing or two about building a profitable brand for the long haul. He’s a Senior Lecturer at MIT, founding partner of Profit Isle, and the author of two books and numerous HBR articles. He’s also my guest this week on the On Brand podcast. Enjoy!

April 15, 2019


Taming the Brand Experience Beast with Darren Coleman

darren coleman on brand

http://traffic.libsyn.com/onbrand/Darren_Coleman_On_Brand.mp3Podcast: Play in new window | Download“Building a brand is everyone’s job and it’s challenging. It can feel like moving a mammoth.” As the Founder and Managing Consultant at Wavelength Marketing, Darren Coleman helps brands throughout the world like Johnson …

April 6, 2018


Social Sound Bite: Experience Is Marketers’ Top Challenge

social sound bite

http://traffic.libsyn.com/onbrand/180405_SS.mp3Podcast: Play in new window | DownloadOn this week’s Social Sound Bite — recorded live at the KXIC studios in Iowa City — Jerry and I discussed the latest data from the State of Branding 2018. The report breaks down the biggest …

July 21, 2017


Social Sound Bite: What Your Customers Need Most from You

social sound bite

http://traffic.libsyn.com/onbrand/Social-Sound-Bite-76.mp3Podcast: Play in new window | DownloadOn this week’s Social Sound Bite – recorded live at the KXIC studios in Iowa City — Jerry and I discussed what’s most important for customers when it comes to your brand experience. Top …

March 27, 2017


Connecting the Dots of Customer Experience with Bill Price

bill price on brand

http://traffic.libsyn.com/onbrand/Bill_Price_On_Brand.mp3Podcast: Play in new window | Download“Too often today we over-survey our customers.” As Amazon’s first Worldwide VP of Customer Service, Bill Price is a legend in the field of customer service. As an author and advisor, he continues to …

December 5, 2016


Creating Experiences Customers Crave with Nicholas Webb


http://traffic.libsyn.com/onbrand/Nicholas_Webb_On_Brand.mp3Podcast: Play in new window | Download“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 …

September 28, 2015


Designing the Customer Experience with Justine Jordan

justine jordan

http://traffic.libsyn.com/onbrand/Justine_Jordan_On_Brand.mp3Podcast: Play in new window | Download“So many marketers have never walked a mile in their user’s shoes.” While we joked about playing “buzzword BINGO,” Litmus’ Justine Jordan and I spent a lot of time talking about mapping the customer journey …

March 24, 2009

Social Media Strategy

Say It with Video

In our last post we talked about our mantra for employing online video (borrowing a bit from the folks at FTD) — say it with video. We took some of our own advice and used video for our newly added …

March 18, 2009

Customer Service / Strategy

Is It Hard to Do Business with You?

Last weekend I went to the store to buy Monopoly and it was damn hard. If you’ve ventured down the game aisle of late you’ve probably noticed that there are a few more versions of the Parker Brothers classic including …