Customer Experience - Branding Strategy Insider

Building Immersive Brand Experiences

November 3, 20224 min

Prior to the pandemic, Starbucks’ founder, Howard Schultz, stated that the way forward for brands is making your branded space an “experiential destination.” At that time, Starbucks’ CEO, Kevin Johnson said, “To survive, merchants need to create unique and immersive in-store experiences.” Covid-19 changed things for Starbucks as the company post-pandemic focuses more on drive thru and digital rather than the original experiential third place.

by Walker Smith

Customer Experience

Designing Brand Experiences For Time And Attention

August 23, 20222 min

Customer experience-based marketing works at cross-purposes with itself. Inherently. A better experience is always a worse experience.

by Larry Light

Customer Experience

Building Brands On The Three Dimensions Of Ease

May 10, 20223 min

Make life easy. Keep it simple. Be convenient. These are benefits that will never go out of date. The proliferation of product and service options, and the diffusion of accelerating technologies have made decision-making more difficult than ever.

by Steve Wunker

Customer Experience

Customer Experience Strategy In Times Of Crisis

March 23, 20214 min

If the customer experience for your company hasn’t changed in the past year, you are unusual. In industry after industry, from consumer goods to B2B technology, the distancing, fear, and economic turbulence caused by the coronavirus are affecting the sales process, customer selection criteria, the way products and services are consumed, and even what customer service means. Designing experiences for the coronavirus world is a fundamentally different proposition than what people responsible for CX were...

by Larry Light

Customer Experience

Brands Must Counter Disconnection And Distance

March 18, 20215 min

The mantra for brands is “be experiential.” Brands are focused on creating enveloping, engaging, embracing, and all-encompassing total brand experiences for customers.

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