There are 5 gestures of trust
We spent two years (from 2015-2017) with the Better Business Bureau exploring what today’s consumers feel is a “better business.” First, we sat down with, listened to, and observed a diverse group of 18 consumers in their homes or workplaces in four U.S. cities — Charlottesville (VA), NYC, Atlanta, and Seattle — and had them describe, in-depth, their experiences with companies in daily life, positive or negative. We then later explored the concepts that emerged from these conversations with consumers and businesses across the United States and Canada via survey
Personalization should be personal.
Marketers, UX designers, and product owners have accepted “personalization” as the pinnacle of customer engagement. Customize the customer experience based […]
The stories we tell matter.
The stories we tell ourselves and others are more than just a set of events related in an interesting or
