Category Archives: Delightful

Does Search Engine Optimization Really Matter?

I’ve had the pleasure of spending time with James Lambert, owner of JBLConnect talking innovation and technology.  A recognized search engine optimization (SEO) guru, he graciously agreed to be a guest blogger and provide some insight on the real value of SEO. by James Lambert When … Continue reading

Posted in Customer Experience, Delightful, Entrepreneur, James Lambert, Search Engine Optimization | 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

What Type of Innovation Does Your Organization Need Now?

As day two of the HSM World Innovation Forum  in NYC progressed, I began thinking about how valuable the framework within which I think about innovation has become in filtering elements related to this vast concept.  The framework enables me to … Continue reading

Posted in Customer Experience, Customer Service, Customer Trust, Delightful, Design for Optimal Experiences, Entrepreneur, Innovation, Inventors, Start up, Strategy, Trust, World Innovation Forum | Tagged , , , , , , | Leave a comment

ROI of the Customer Experience: Why Design with the Agent in Mind?

I was recently having a conversation with an insurance agency principle who was trying to increase business written with a particular company.  He was a bit perplexed because although he encouraged agency Customer Service Representatives(CSRs) to quote with this company … Continue reading

Posted in 2011, Achieve Success, Commercial Lines, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Insurance, Insurance Agents, On Schedule, Personal Lines, Policy Quoting and Administration Systems, Recommend, ROI | Tagged , , , , , , | Leave a comment