Customer Experience + Design

Businesses with highly-customizable products typically have an ordering process that takes place offline, leading to a long sales cycle. In addition, many consumers want to visualize their custom product before placing an order. That’s why we worked with our client Loom Décor, an eCommerce business in the interior design industry that delivers custom home furnishings […]

Understanding the customer journey – and your internal team’s journey – is critical in B2B industries like manufacturing and distribution. A direct employee of a distributor or wholesale organization, the distribution sales representative is responsible for selling the products her company sells. She is often responsible for a specific territory and the customers that reside […]

Patient experience is a key measure of overall healthcare quality. It commands equal attention alongside clinical outcomes, patient safety, and efficiency and cost reduction measures. Patient education is a significant component of the patient experience. As such, it receives special attention in some primary care and acute care quality measures. So we need to give […]

Vlocity, a Forbes Cloud 100 company and strategic Salesforce ISV, provides industry-specific cloud and mobile software that embeds digital, omnichannel processes for customer-centric industries. Vlocity’s cloud and mobile applications transform customer processes and experiences in the communications and media, insurance and financial services, healthcare, energy and utilities, and government and nonprofit industries. A Disjointed Community […]

Understanding the customer journey – and your internal team’s journey – is critical in B2B industries like manufacturing and distribution. A direct sales representative works for a manufacturer and represents only that organization. Her role is to meet with customers, support the distribution channel, and sell her organization’s products. It is very common for the […]

Non-profit hospitals are increasingly dependent on grassroots based fundraising to help meet their research and patient care goals. Digital fundraising is essential to a successful overall fundraising strategy in 2019. But the touchpoints of a digital fundraising strategy are very different from typical donor relations. As a non-profit healthcare organization, it is essential for development […]

Understanding the customer journey – and your internal team’s journey – is critical in B2B industries like manufacturing and distribution. A manufacturing sales representative is an independent seller that represents manufacturers and their products, but is not a direct employee of any manufacturer. He often represents a series of complimentary manufacturers, but generally not competitors. […]

Every company wants to create “lifetime” customers, which is the very essence of customer loyalty. Likewise, everyone has opinions on how to create customer loyalty. Including delivering a great customer experience, building a great digital experience, maintaining a loyalty program, providing comprehensive digital self service, and on and on. When you hear about a digital […]

Carrix, Inc., operates more cargo terminals than any other company in the world. With marine terminal and rail yard operations in more than 250 strategic locations around the world, Carrix is unmatched in skill, experience, and productivity. No Community = No Connection With operations across five continents and a vast network of interconnected transportation solutions, […]

Understanding the customer journey – and your internal team’s journey – is critical in B2B industries like manufacturing and distribution. You may find a field service technician at your own organization as an internal role, or he may be an external role with your customer. No matter the case, his journey is very important. He’s […]

Understanding the customer journey – and your internal team’s journey – is critical in B2B industries like manufacturing and distribution. You never know where you’ll find a user in the field. In fact, he usually doesn’t know where he’ll be on a daily basis. A common role in the trades, he is usually out working […]

Delivering seamless, consistent, and engaging experiences starts with a customer-centered digital strategy. This ongoing series explores the characteristics that make up a great digital strategy and how to deliver powerful brand moments that solidify customer loyalty and drive differentiation for your organization. True alignment of your organization around digital ambition produces tremendous benefits. Communication, strategy, […]