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The Future of Retail Customer Experience

The Future of Retail Customer Experience

Bridging the Gap Between Physical and Virtual Realities

Eataly's Third Place and the Customer Experience

Eataly's Third Place and the Customer Experience

A third place must evolve to remain relevant.

McDonald's Marketing Misery

McDonald's Marketing Misery

Since the mid-1990s, McDonald’s has been chasing after consumer trends. That’s probably why it’s becoming increasingly irrelevant.

Boutiquification Strategy

Boutiquification Strategy

Do you remember when the best part of waking up was hearing the sound of the dripping and percolating Mr. Coffee coffeemaker preparing for the blissful moment of Folgers in your cup? For many coffee drinkers today, this is just a faint memory of their parents coffee habits in the 1980’s and 90’s. At that time, coffee was a bipolar product: regular or decaf.

The Power of Objects in Customer Experience Design

The Power of Objects in Customer Experience Design

Ever thought about why there is a nicely decorated table in every Pottery Barn? Objects have been traditionally marketed through the marketing mix using the four Ps to make products more appealing to consumers. However, objects can be more than something that is leveraged through product, price, promotion and place.

CX Design: Strategy Beyond Theatrics

CX Design: Strategy Beyond Theatrics

Why not all business is show business.

'Alex from Target': Can I Do This With My Brand?

'Alex from Target': Can I Do This With My Brand?

As #alexfromtarget is fascinating the Internet and creating a ton of brand buzz for Target, marketers may be asking: Can I do this with my brand? The answer lies in marketing's knowledge about diffusion and market creation.

When Brands Banter: Designing Doppelgänger Images

When Brands Banter: Designing Doppelgänger Images

From stories about Walmart as a corporate villain and pink slime at McDonald’s to jokes about Starbucks as “Starsucks” and Apple’s Bendgate. A brand’s meaning is not only created by the brand’s owner but rather by multiple stakeholders including journalists, celebrities, bloggers, activists, scientific experts, and consumers.

Why Brandy Melville Should Listen to Its Plus-Size Fans

Why Brandy Melville Should Listen to Its Plus-Size Fans

Brandy Melville offers fashion for "diverse California girls." And in Brandy Melville's opinion, this diversity is reflected in one size: small. "I don't think it causes a negative effect on the body image of any one of our shoppers because anyone can come in the store and find something. At other places, certain people can't find things at all."