Archive for the ‘customer experience’ Category

Today’s mobile ecosystem is highly competitive and offers many challenges for brands. There is an increasing need to communicate clearly while delivering a cohesive experience across multiple devices. Whether you are a designer, architect, strategist…

Bjork could be a great psychologist. Read her lyrics to the song ‘Human Behaviour.’ The lyrics make a simple point: we cannot rely on rational, logical ideas to anticipate human behaviour and engage people with brands. The psychologist Gerd Gigeren…

Anyone who knows me well would agree that if sweets were heroin, I’d be dead by now. Sugar is my one true vice. My career in sucrose began when I was young, starting with Fruit Loops for breakfast and king-size candy bars each day after school (some …

On February 24 – 26 Siegel+Gale’s Customer Experience team was thrilled to host the second annual Global Service Jam in NYC. The goal of the jam was to give people the opportunity to learn about service design and develop a new business idea over the…

Ok, Aristotle didn’t have an iPad, and he didn’t shop for togas on Amazon.com. But one thing is certain: The man knew how to tell a good story. From Greek tragedies to Hollywood blockbusters, Aristotle’s elements of drama—plot, character, theme, me…

Simplicity in the healthcare industry is on life support. This is one of the findings from Siegel+Gale’s recently released 2011 Global Brand Simplicity Index, which articulates the across-the-board demand for simplicity in various industries. Accordi…

Financial disclosures have been a big concern since the mortgage and credit crisis began. Many claimed that lenders had taken advantage of consumers’ confusion about the loans or credit cards they were signing up for. So to protect consumers, Congres…

I was surprised recently to discover that I had fallen way behind in understanding just how far brands had evolved in engaging with customers on a sensory level. I was well aware of the evolution from what a brand looks like (logo, colors, graphics, ty…

Change is necessary for a growing brand. Two recent and dramatic examples of change are Google’s visual revamping of nearly all of its major services and Facebook’s introduction of the Timeline. Google’s approach was to create a more elegant, pro…

E.On, one of the “Big Six” energy suppliers in the UK, has announced it will be setting up the industry’s first “Independent Customer Council,” which will include business leaders, politicians and consumer groups. E.On is the world’s larges…