Customer experience is powerful because it consists of two important ingredients, 1) people and 2) emotions. When we talk about CX as a matter of purpose and strategy, this is exactly where the phrases “put customers at the center of our business” and becoming “customer-centric” can and should come to life. But honestly, we don’t really design for people or emotions today. We design for what we think of as customer intent and in turn, invest in touchpoints, conversions, transactions…
Consumers Don’t Want Products And Services, They Want Experiences
Following my presentation at Adobe Summit, I sat down with CMO.com‘s Giselle Abramovich (also my dear friend) back stage to discuss the importance of experience design and the future of brand in a digital economy. I also got to share the inspiration behind, X: The Experience When Business Meets Design. In this in-depth interview, we also explored my research, work and ideas about how every company should re-imagine brand for an era of digital Darwinism. The questions and answers cover…
The End of Business as Usual Rewire the Way You Work to Succeed in the Consumer Revolution – GetAbstract
For those who don’t have the time to read an entire book, but still need the benefits of doing so, I present to you…GetAbstract. I’m proud to announce that The End of Business as Usual Rewire the Way You Work to Succeed in the Consumer Revolution is now available, along with X, WTF, Engage!, and others! — Before the Internet and social media, consumers who didn’t like a store told a few friends, sent an angry letter or just never…
Customers Don’t Care About Employee Experience When It Comes to CX
Customers don’t care about the realities of our business, its limitations, risk averse culture, regulations, politics, etc. The customer’s experience must begin with the experience customer have and ultimately the experience they should have. Credit: Biz Advisory Group
Brian Solis’ Four-Point “Moments of Truth” Concept And Fresh Consumer Insights Showcased In a MyCustomer Article
Solis is the sole subject of an article by MyCustomer Editor Chris Ward titled “Brian Solis: How To Identify Your Moments of Truth.” The subtitle reads: “Customer experience guru and Lifescale author Brian Solis shares the moments of truth that businesses should focus on to improve customer experiences and drive advocacy.” The article starts with a reference to Solis’ book What’s the Future of Business?. In that volume, he highlighted the four moments of truth that can help businesses improve…
Brian Solis and An Altimeter Report Referenced In a Futureiot Article On Securing a Converged IoT-IloT Future
Solis, Altimeter and key statistics are quoted upfront in an article by Allan Tan on Futuriot titled “Securing a converged IoT-IIoT future.” The Altimeter report, 2018-2019 State of Digital Transformation, reveals that business growth remains the primary driver of digital transformation initiatives. But while market pressures like business opportunities (51%) and increased competitive pressure (41%) are high on the agenda of the C-suite, high-profile data breaches and new regulatory standards like GDPR are also providing impetus to transform (38%). Solis…
How Hyundai is Driving CX Innovation by Connecting Customers to Dealerships Via Mobile-First Journeys
New Hyundai store in Bluewater Shopping CentreToday’s customer is more connected, informed and empowered than ever before. They expect information and services on-demand and they increasingly expect personalized engagement regardless of channel. Customers value modern experiences that are seamless, efficient and assistive across their devices and many times this is the deciding factor of which brand to purchase. For those of us who have recently been in the market for a new car, researching a big decision like that is…
Brian Solis is Mentioned By Dan Gingiss In a LinkedIn Interview About Creating Memorable Social Media Experiences
In Sean Callahan’s LinkedIn article “The Insight Track with Dan Gingiss: Creating Memorable Experiences on Social Media,” Gingiss – a keynote speaker, author and experience consultant – offered his perspective on B2B companies leveraging social media to deliver exceptional experiences online. Gingiss mentions Solis as one of the authors who has been most influential to him. Referring to him as “the Godfather of Customer Experience,” he mentions Solis’ two game changing books that are actually experiences to read: “What’s the…
Solving for X: The Rise of Experience Innovation
I’ve known Judith Aquino for several years now. Her work in customer experience is extensive and her connections in the space are deep. Shortly after the release of X: The Experience When Business Meets Design, I caught up with Judith to talk about the rise of experience innovation. She published our conversation in Customer Strategist, and I was able to get a downloadable PDF as well. I wanted to share our conversation with you… Solving for X: Why the Future…
Brian Solis Quoted Extensively in CMO Article On Real Customer Engagement
Solis’ belief that the “marketing function itself” needs to be reinvented is at the core of his discussion with CMO contributing writer Mercedes Cardona in her article “Real Customer Engagement ‘Takes a New Narrative.’ The foundation of her thesis is a quote in a new Altimeter Report that “Brands that leverage technology and data to be most visible in digital media when consumers are “mentally available” will live to see tomorrow.” The report, “Digital Experience Innovators: How Leading CMOs and…
