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Customer Experience Management

March 25, 2011 By Leave a Comment

I just returned from the Adobe Enterprise Partner Community Days Conference in New Orleans, LA. While there were a number of interesting presentations, one of the most engaging was by Bruce Temkin, entitled “The 6 Imperatives of Customer Experience”.  His blog is called “Customer Experience Matters”.  It is a gold mine in terms of great, to-the-point info-graphics that highlight the research Bruce and his organization is doing.  See below for example:

Consumer Experience Sharing by Channel

As a start, check out his FREE e-book, “The Six Laws of Customer Experience“

 

Filed Under: Brand, Customer Experience Management, Strategy, Tools

The Art of Story in Presentation

March 7, 2011 By Leave a Comment

Nancy Duarte’s talk at TEDx East from Duarte Design on Vimeo.

How would you like to present your Brand’s next big idea with the precision and passion of Apple’s Steve Jobs iPhone introduction or Martin Luther King’s “I have a dream” speech?  A friend sent me an email this weekend with the link to Nancy Duarte’s video presentation at TEDx East on Vimeo (embedded above).  Having recently read Nancy’s book, “Resonate“, the video codified the elements she puts forward in the book:

  • Connect with your audience empathetically
  • Craft ideas that get repeated
  • Rely on story structures inherent in great communication
  • Create captivating content
  • Inspire enthusiasm and support for your vision

The video is 20 minutes long but well worth the investment of your time and attention.

 

Filed Under: Brand, Strategy, Tools