Panera Bread wants to be a comfortable place for their customers to gather. Their stores have been designed to invite and welcome customers to enjoy relaxing, conversation, reading; all in a casual atmosphere and creating an engaging customer experience. Panera has built a successful business based on providing an experience that was aligned with their…
About Joe Ruiz
10 Key Customer Experience Design Factors to Consider
Customer experience design is more important than you might think. We live in a world where change is the new normal. Just about anyone in business these days has to be able to deal with change on an increasingly frequent basis. Customers now have a growing number of options, from new start-ups to consumer packaged…
3 Dimensions that Drive a Differentiating Customer Experience
If you want to create a positive customer experience, you need to first begin by thinking about the concept of trust and how it relates to your company. We like to do business with people we _______. When I ask this as a question the answer is almost always a single word – trust. Edelman…
6 Essential Customer Experience Questions You Must Answer
Are you prepared to answer some serious customer experience questions that your customers might be dealing with? Think about a recent mediocre customer experience, if you are struggling with this, think about a bad one. What made it less than ideal? Now think about a product or service you love, love enough to recommend. Why…
What is So(Social) Lo(Local) Mo(Mobile) and Why is It Important to Marketers?
SoLoMo is an acronym for Social+Local+Mobile marketing and it is an increasingly common term referring to a new marketing approach. You may have read plenty about each of the individual elements; if so, you’re likely to be asking questions like: Isn’t this just semantics? What’s so different? Where is the opportunity? Good questions. But hopefully…
3 Ways Businesses Can use Location Based Services to Integrate Social into the Marketing Mix
Consumers and Companies Benefit From Location Based Services (LBS) Businesses that integrate location based applications into their marketing strategies are keeping step with today’s social consumer. The 2012 consumer expects immediate response and thrives on instant gratification, which is exactly what location based services can offer. Through location based apps, which employ GPS technology on…