September 16, 2022

Behavioral Loyalty and Emotional Loyalty for the Win

In customer experience, we’re often laser focused on the granular details that lead to high behavioral loyalty. I think of some of the brands I’ve stuck with for years, such as Ritual vitamins, who keep track of when I need vitamins and send a package before I run out. Another reason I’m loyal is a less tangible emotional tie I have to this brand, and I think it stems from their commitment to using high quality real food-derived ingredients, testing their ingredients to make sure my body can absorb them easily, ensuring that all of their packaging is sustainable, and bringing new products to me that, just like the original,…

February 25, 2019

When the Void Shouts Back

My notes on the talk: When the Void Shouts Back: Broadcasters and Digital Communities at Scale by Cheryl Platz Principal Designer at Microsoft, working on the future of AI authoring tools as a Design Lead Founder, Ideaplatz, Design Instruction for individuals and corporate training She describes her work as livestreaming media driven asymmetrical interaction Twitch and Youtube are big but Youtube is not as good at community Twitch is smaller, more gamers, and healthy communities Different levels of engagement from streamers to mods and managers, contributors, chatters, and watchers Chat driven interaction is easy and fast but easily trolled and doesn’t scale Richer interaction is possible through events like when…

November 15, 2018

How Gerber used a Refined CX as Key Pillar of its Brand Transformation

My notes on the talk at the DMWF conference By Claudia Ciciliano, Director, Customer Engagement We looked at our competitors in category but also out of category, we looked at Babycenter and others Then plotted the services along a 2 x 2 looking at support services and transactional services They found an opportunity / differentiator to bring one to one experience to the table Developed the Dotti Service which is a text-based nutrition / sleep service, not a bot, manned by a team of 40 specialists Dotti is available for no fee and you don’t have to use Gerber formula to use the service The users volunteer their data in…