Posts by Chris Munshaw

Brand Experience and Customer Experience: Lady Gaga

In the final blog on my series around brand experience and customer experience, I look at how a pop superstar has had success at narrowing her niche and serving her ultra loyal customers. Although I’m not a fan of her music, but someone I have a lot of respect for is Lady Gaga. She’s a brand that provides tailored experiences for a niche audience. She is not attempting to satisfy all pop music lovers, just her music lovers. Lady Gaga is well aware that her opinions are polarizing, that’s her set of values that she stays true to regardless of
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Brand Experience and Customer Experience: Bonus Experience Architecture Example

New York City based clothing designer start-up Rochambeau, designed an exclusive experiential jacket titled the Bright BMBR. This limited edition jacket (only 15 have been produced) uses embedded NFC tags giving wearers VIP access to bespoke events, gallery tours, entry into elite NYC night clubs, and tickets to Rochambeau’s runway show. This modern day members only jacket retails for $630.00, and entitles owners to personalized experiences that represent the best of NYC culture and creativity. “… [we] do the selection and curation of experiences, the jacket and consumer does the unlocking. The spirit of creative collaboration and exploration is something
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Brand Experience and Customer Experience: Design, Operations and Service

One of my favorite quotes from Dale Carnegie is: “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.” Whether talking about customers or employees it comes down to proactive-intentional-empathy. Solid brand experiences and customer experiences take place when brands deliberately weave design, operations, and service/support to engage their ideal customers with positive lasting experiences. A symbiotic ecosystem of call center agents, design teams, social, web, and front-line support that all have their own ideas of
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Brand Experience and Customer Experience: IKEA

So how do our friends across the pond design memorable brand experiences? One example that does a great job of staying true to their values is IKEA. Europeans who desire to host dinner parties with their friends but don’t have space in their ultra-efficient apartments are no longer at a loss, IKEA has them covered. Staying true to their values: spirit of togetherness, enthusiasm, and fun, IKEA recently opened up a DIY restaurant for Brits and a permanent space for Polish to cook together while getting their Swedish meatball fix. IKEA’s voice of the customer research uncovered that more than
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Brand Experience and Customer Experience: Pirch

We’re now operating in an environment where brand experience and customer experiences are blending together. Brand values with memorable experiences are now required. I talked about Toms Shoes yesterday and how their shopping experiences are memorable, meaningful, and emotional. Today I want to look at an example of family home life. Another brand that puts a lot of thought into their in-store experience is Pirch, whose values focus on family while creating beautiful moments with design. Whether you’re shopping for a new kitchen, bath accessory, or just want to be a lush while wondering around their elegantly designed store with a
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Brand Experience and Customer Experience: Toms Shoes

We’re now operating in an environment where brand experience and customer experiences are blending together. Brand values with memorable experiences are no longer nice to have, they’re required. We’re at the point now where experiences and values are the product. But has anyone actually told you and your teams how to design experiences, or state what the standard for memorable experiences are? Understandably, each business is unique to designing experiences for, yet the following brands are certainly making a determined effort in defining the standard. I’ve identified a handful of brands to share with you in this blog series, starting
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CX Musings

Last week I had the honor and pleasure of guest teaching at USC’s consumer psychology graduate program, and I’m pretty sure the students had as much fun as I did teaching as they did learning and being entertained. And I’m happy to report that the students were not only sharp, but they were also fascinated by customer experience. Not so much the idea of CX, but how it’s taken a business discipline such as CX to help companies purposely design experiences. In other words, they were a little surprised that CX isn’t a standard practice, and I couldn’t agree more!
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Recent CX musings…

Several news blips in the CX world recently caught my attention. The first from Affectiva, who claims to have the largest emotional response to digital media, just opened up their APIs for free to smaller companies who earn less than 1 million annually. Affectiva uses facial recognition for video conferencing and emotional sentiment in web chat with customers. Essentially Affectiva has honed their facial coding to quantify emotions in real time. Big deal, Chris. I don’t need software to tell me if I make someone happy or sad. True, so why should you care? Well if you if have Affectiva
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Fabric

Fabric, a new start-up created by former Facebook engineers is being described as an automated journey of your life. The app pulls photos from your phone, your Facebook and Instagram accounts and layers them over a map with a timeline that ultimately creates your journey. Fabric tracks your friends, places, and moments throughout your day. Baby boomers might perceive this app as an invasion of privacy, however, for Millennials, CX professionals and market researchers this app is a gold mine – so move over my fellow Millennials! (I’m on the cusp and I just had a birthday, so I’ll be
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