June 2020

Commentary on recent research with a perspective from a UX consultant and trainer. Mapping customer journeys is crucial in understanding moments of truth. However, only 17% of marketers have the ability to fully analyze a customer journey. That creates challenges if your customers are evolving faster than you can react. Using Customer Journeys to shorten …

Must Read: HBR on shortening sales cycles by using customer journeys Read More »

For: Change Makers, MarketersGoal: Simplify decision making across multiple departments Harvard Business Review in their Jul-Aug issue devotes a full section to the New Basics of Marketing (pp 54-70). The section around creating a common marketing language caught my attention. The best marketing organizations, including those at Coca-Cola, Unilever, and the Japanese beauty company Shiseido, …

UX and the experiential marketing organization Read More »