Recently, Red Privet was interviewed by Forrester Research, Inc. analyst, Allegra Burnette, about the changing nature of the field of design. We were honored to be quoted in her April 2015 report for customer experience professionals entitled, “Brief: Staffing for Data-Driven Design.” In the brief, Burnette, discusses how customer experience professionals should approach staffing for…
Strategy
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At Red Privet, we utilize a three-step Meaningful Engagement Framework to identify Moments That MatterSM and create meaningful engagement. Step 1: Meaningful Research Meaningful research isn’t about validating your own assumptions, it’s about unearthing insights. Research should be designed to provide insight into three core components of the customer’s experience: Intent What are they trying…
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Defining Meaningful Engagement One of the definitions of the word engagement is “to attract and hold fast.” This implies that there are two laws at work in true engagement: attraction and retention. Engagement isn’t just about getting someone’s attention, it’s about holding his or her attention long enough to create sustainable value–be it financial, transactional,…
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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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“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…