Brand Loyalty

Consumer Brand Loyalty is ‘Up for Grabs’ – and what to do about it

Consumers have been forced to change the way they work, shop, eat, travel, and even get healthcare due to COVID-19. They are re-thinking what matters most during their brand interactions – safety, selection, convenience, loyalty program, etc. All of this has inherently caused significant behavior...

Read More

Why Journey Maps Are Not Created Equal

[vc_row][vc_column][vc_column_text] The words “Journey Maps” have become standard customer experience terminology. But, why does it mean different things to different organizations. The practice of journey mapping is quite different based on whom you are talking to. We’ve broken down journey mapping to help you pick what’s...

Read More

Five Reasons Why Personas Work—and Three Tips to Begin Using Them

Five Reasons Why Personas Work—and Three Tips to Begin Using Them   Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat...

Read More