At the heart of every customer engagement is a value exchange. At its best, engagement is a fair trade of value between the customer and the brand over time. Unfortunately, not every value exchange is equal. When the scales get tipped too far in either direction, we get engagement imposters–experiences that might be labeled as…
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Have you ever found yourself looking back at your notes and to see doodles you made to help you remember information, draw relationships between ideas, or to create a task list? Us, too. They may look like doodles but they help us capture the big ideas. That’s why we wanted to explore sketchnoting as another…
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“Our irrationality happens the same way, again and again. Whether we are acting as consumers, businesspeople, or policy makers, understanding how we are predictably irrational provides a starting point for improving our decision making and changing the way we live for the better.” ― Dan Ariely Ph.D., Predictably Irrational, 2008 Though decision-making may at times seem…
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People are turning to connected mobile devices more than ever to perform online tasks. According to Forrester Research, 91% of US adults access the Internet on a smartphone at least once per week.[1] This includes your potential customers. And, they aren’t just checking email or the latest headlines. Your potential customers evaluate what it’s like…
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Would you hire an employee without a job for them to do? Of course not. You’d have a job description and set of responsibilities defined for that person to ensure they contribute strategically to your company. Sounds obvious, right? Yet many companies don’t take the same careful approach with their digital channels. As new channels…