MBA Perspectives: 'Big Design' is an exclusive AMA series examining customer experience design. Stay tuned for weekly installments on topics ranging from building retro brands and anti-hero brands to identifying what it takes to create a successful market-oriented organization.
The future poses an especially interesting challenge to brands delivering customer experiences. Are they ready to market themselves to artificial intelligence?
The strategic use of big data to enhance customer experience through algorithms is a growing trend across multiple industries.
In the luxury fashion industry, brands are struggling to create a customer experience that satisfies shifting consumers’ demands. As Millennials become majority spenders in today’s economy, their lack of interest in casinos can put the entire business at risk.
In the luxury fashion industry, brands are struggling to create a customer experience that satisfies shifting consumers’ demands.
Firms need to better understand hope as a consumer emotion and actively use hope-crafting strategies to enhance customer experience and drive loyalty.
Media organizations that hope to survive need to understand that Customer Experience Design trumps editorial excellence, perceived heritage, and a high-brow mentality in the new media landscape.
Retailers need to integrate virtual reality and augmented reality into a hybrid reality in order to create a holistic customer experience.
Companies are beginning to realize the untapped potential of living spaces, such as homes, hotels and rentals.
The Internet of Things (IoT) has driven the smart home industry into the limelight. But it still seems to be eluding widespread adoption.
Companies must integrate multiple marketing platforms to create an interactive vending machine customer experience.
Banks need to integrate Fintech and embrace innovation, such as app and human integration, which can provide customers with an intimate experience.
Move over television. Your days are numbered.
Customer experience designers can redesign Emergency Rooms, transform the negative perception of patients, and revolutionize the customers’ experience.
The enhanced smell experience can make customers stay longer in the servicescape, boost the perception of the brand, and increase brand recall.
Lane Bryant launched the #PlusIsEqual campaign in September 2015 aiming to create equal representation for women of all sizes in the media.
The concept of the “third place” is becoming dated in a time-pressured society searching for fleeting experiences.
How can a platform that erases its content disrupt entrenched competitors in the era of permanent memory?
In October, Facebook launched ‘reactions’ in a test market, which is a set of emojis used to convey six additional feelings such as love, anger or sadness.
Customer engagement comes from a connected interaction of the physical space and social influences.
What makes Pandora so captivating is that its charms are more than fashion statements; they are a reflection of aspirations, interests, and memories that help form a unique identity.
Beyond entertainment however, how does the flawed hero or anti-hero mythology apply to brands?
How can marketers tap into the gaming industry and promote their products in a way that does not compromise the gaming experience?
While cause-marketing has been around for over 30 years, it has developed significantly over time.
When Sheryl Sandberg’s book, Lean In, was released in 2013, many championed it as the modern-day feminist movement for women in the workplace.
Admired by an increasing loyal customer base, Red Bull has surpassed being a beverage company to become a lifestyle icon.
In an effort to capture a younger, Millennial male market without completely alienating its original fan base, Harley Davidson adopted the principles of retro branding.