Digital DON’T!

One of the ways that digital transformation works is that it makes things EASY on the customer. Whatever you do, make sure this transition is EASY. Today I experienced a digital transaction that was MUCH harder than it should have been. In my continuing home improvement saga, I had special ordered some shower doors from […]

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What’s your Persona-lity?

Everyone is different. And this is a very good thing! So why do so many businesses treat us all the same? Especially when it comes to their digital offerings? Is it the easy way out? Are they focused on one demographic on purpose? Or are they missing grand opportunities to welcome even more people? Think […]

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Digital Customer Experience Wins!

This is the first of (hopefully) many kudos posts for companies who have provided me with a remarkable digital customer experience. And, today’s winner is: McDonald’s! Sure, it’s easy to swing through the drive-through at McDonald’s and grab a breakfast sandwich. Except when it’s morning drive time, and the double lanes wrap all the way […]

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Journey Maps for the Digital Customer

Customer Journey Maps! I totally love them! Who’s with me? Who has no clue what I’m talking about? In my business analysis practice, I’ve found that sometimes the most obvious stakeholder has been overlooked: the customer! Now, when I say “customer,” I mean the ultimate end user of whatever product or service is being developed. […]

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What’s in a Name?

I had an interesting conversation with a colleague who is also a friend about branding and marketing ourselves, and I thought about what to name this new blog o’ mine. With that in mind, I thought about some things that really get me moving every day: business, analysis, and rock-and-roll. I’ve recently completed my MBA […]

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