“Many have seen a TED talk about design thinking but they don’t know what’s next — what it looks like.” This week on the On Brand podcast we unpacked design thinking, magical experiences, Nordic design, and how to criticize creative … Read More →

“Experience is the residue brands leave with people after the product’s gone.” Justin Wartell of Monigle knows a thing or two about brand experience. In working with brands as diverse as FedEx, Quiznos, Mass General, and the Denver Broncos, this … Read More →

“Consumers are human beings first.” Duh. Who needs to be reminded of this? I mean, we’ve got our big data, customer analytics, loyalty metrics, key performance indicators, demographics, psychographic profiles, and … Oh yeah. That’s why we need to be … Read More →

“We create experiences that touch the heart.” In our increasingly digital world, it may surprise some to learn that creating engaging physical experiences for brands is still a priority for marketing leaders. Christian Lachel is an architect of these experiences … Read More →

“It takes time to cultivate relationships.” Mack Collier has been cultivating relationships for a long time. The social media strategist, speaker, and author has been blogging for 12 years and has hosted the Twitter chat #Blogchat since March 2009. He’s … Read More →

“Too often today we over-survey our customers.” As Amazon’s first Worldwide VP of Customer Service, Bill Price is a legend in the field of customer service. As an author and advisor, he continues to drive home the fact that service … Read More →

“The future for both organizations and entrepreneurs is in leveraging innovation techniques to design masterful customer experiences.” Nicholas Webb knows a thing or two about both customers and innovations. As an inventor, he’s been awarded over 45 patents. He now … Read More →

“It doesn’t matter where you interact with us — you’re part of our community.” Being on the community team at SEO software giant Moz isn’t just focusing on social media. As senior community manager, Erica McGillivray interacts with the brand’s … Read More →

“You have to build marketing inside out today. It has to come from inside the company.” It’s this kind of hard work that drives John Zissimos, Chief Creative Officer for software giant Salesforce. His work includes growing a coherent brand … Read More →

“Every single time you respond to a customer complaint it increases advocacy. Every time you don’t it decreases it.” Jay Baer would know. For his new book Hug Your Haters, Jay didn’t just write about what he thought and felt about … Read More →