Tag Archives: customer experience

Libraries can teach us something about customer experience

Posted on October 15, 2014 by Jay Morris

When’s the last time you went to the library, and what did you go for? If you’re like most Americans, you’ve used your local library’s services at least once over the past 12 months to borrow books or other media, … Continue reading →

Posted in Marketing, Organization, Technology | Tagged , , , , , | 2 Comments

The seven habits of highly effective enterprises

Posted on June 12, 2014 by Jay Morris

McKinsey & Company published a short article a couple of weeks ago that is long on leadership and organizational insight. “The seven habits of highly effective digital enterprises” by ’Tunde Olanrewaju, Kate Smaje and Paul Willmott is worth a read, … Continue reading →

Posted in Leadership, Management, Technology | Tagged , , , , , , , | 1 Comment

Roy Rogers and ‘good’ brand incongruence

Posted on January 29, 2014 by Jay Morris

I didn’t make it up—“brand incongruence” is an actual term. It’s when a company or organization does something that is incongruent with its brand attributes. To put it in the parlance of brand storytelling, your brand is acting out of … Continue reading →

Posted in Marketing | Tagged , , , , | 4 Comments

WWSJD (What Would Steve Jobs Do)?

Posted on January 4, 2012 by Jay Morris

I’ve been reading Walter Isaacson’s biography of Steve Jobs, which describes the late Apple CEO’s obsession with branding, product design and customer experience. One aspect of his personality that I can relate to was his penchant for details and perfection. … Continue reading →

Posted in Careers, Marketing | Tagged , , | 8 Comments