Designing experiences should include a target of happiness for the customer.
Change Through an Idea Prism
There has been a lot of talk online and at various conferences these past years about change with management and culture. Most of these conversations have been around a single change or a single possible outcome. In my idea of change it is never a single event or single target, because change is more fluid …
Keep the Book “Look” a Secret
James Gilmore's book "Look" sneak. Order book on Amazon today.
What is the Experience
"We have a great customer experience." Okay, I know we all have heard this response from a lot of companies expressing what makes them different than the competition. Maybe we even caught ourselves say it. The phrase 'A Great Customer Experience' has become the hot buzzword response statement of the year. Yet, each time I hear this …
The Edge of Change
Mapping change through visual thinking.
Not All Customer Experiences Are True Experiences
As the old adage goes, “All ponies are horses, but not all horses are ponies.” This is the same for ‘Customer Experiences.’ Not all customer experiences are truly an experience that creates economic value. Making the distinction between an Experience and a customer experience can be confusing if you assume both are the same. Let …
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When Is Innovation
What I have learned from observations. Over the years I have graphic-recorded and facilitated many meetings and strategic ideation session where the topic of innovation arises. Recently, possibly due to the popularity of the idea, innovation constantly emerges as an answer to a problem. 'In order for us to achieve (X Y Z) we must innovate, be …
Crossing the Gap – Strategy
I realized the other day that I had not posted in a while, mostly due to the extensive amount of work I have had in these past months and because of a project that I started over 10 years ago has been reignited. It's this very program or process I want to post about. During …
