Category Archives: Brand Expecations

A Funny Thing Happened on the Way to the Forum

(Republished from previous blog October 2010) Before anyone had taken the stage, I knew that hearing from leaders like Jim Collins, A.G. Lafley and Jack Welch would certainly make for a memorable experience. Candid, wise and gutsy these lauded management … Continue reading

Posted in 2011, Achieve Success, Brand Expecations, Customer Experience, Leadership, Progress, Strategy, Uncategorized, World Business Forum | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Familiar Packaging Design Impacts Customer Experience

There’s a customer experience associated with just about everything. What people think and how they feel while they interact with a product, technology or process shapes their customer experience – positive or negative. In this example, George explains how his … Continue reading

Posted in Brand Expecations, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Innovation, Listen, ROI, Strategy, Trust, Uncategorized, Usability | Tagged , , , , , , , , , , , | Leave a comment

Ice Tea Anyone?

En route to what was likely going to be an exciting but long evening, my niece’s high school graduation, we decided to make a quick stop at a Burger King to grab a snack and beverage. Passionate about usability and … Continue reading

Posted in Accessibility, Brand Expecations, Burger King, Customer Experience, Customer Service, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Innovation, Listen, Persistence, Trust, Usability | Tagged , , , , , , , | Leave a comment

Brand and Expectation

I recently had the privilege of blogging with Jim Estill at World Innovation Forum (#WIF11).  As we chatted at the end of day one about the impact of brand on customer expectations, I asked Jim if he’d share some of … Continue reading

Posted in 2011, Brand Expecations, Collaboration, Customer Trust, Delightful, Expectations, Hypersocial, Innovation, Jim Estill, Leadership, Trust, World Innovation Forum | Tagged , , , , , , , , , , | Leave a comment