May 2012

Don’t put me on hold!

May 30, 2012

http://youtu.be/5YGc4zOqozo We have all undergone a call centre experience – and the word undergone is apt, given that the pain and tedium can make the experience akin to a visit to the dentist, but without the fresh feeling at the end. Service organisations love them though, and for good …

Read more

Brand and Comms thinking in the B2B World

May 17, 2012

There are often debates on the importance and role of brands in the B2B world. Is brand perception driven totally by satisfaction with the customer experience? Clearly more rational aspects such as product performance, experience and value are critical components, but in today’s …

Read more

Service Design: The Evolution of User Experience

May 17, 2012

This article is re-posted from User Centric’s blog. User experience as a field continues to evolve and mature. One way in which that evolution has manifested itself is to look at things at a more macroscopic level. For instance, imagine experiences you may have had with a cable TV or telecom …

Read more

Consumer Mood A Window On The Future

May 10, 2012

This coming month sees the release of the first deliverable from the new batch of Roper Reports Worldwide data – the Mood of the World report 2012. This is always one of GfK Roper Consulting’s most keenly awaited releases, not just because it gives us a first glimpse at insights from our latest …

Read more

Prestige Worth Paying For

Recent reports of surging growth among luxury goods makers such as LVMH and Burberry underline the insatiable appetite of consumers in emerging markets such as China for products with prestigious brand names. What’s more, data from Roper Reports Worldwide show that this desire for status brands …

Read more

Three Ways to Stay Lean and Avoid the UX Bubble

May 2, 2012

This article is re-posted from User Centric’s blog. The challenges presented by the global economic recession have served to motivate those of us in the field of User Experience to find more inventive approaches as an industry. Morgan McKeagney, Managing Director of iQ Content (Ireland), …

Read more

Earth Day | Now & Next

May 1, 2012

Sunday, April 22, 2012, marked the 42nd anniversary of Earth Day in the United States. This is generally a time for companies, governments, and non-profits to tout the good they are doing for the environment. These same organizations will also motivate the public to take action on the …

Read more

Skeptical Optimists?

May 1, 2012

Millennials are a paradox. They value relationships, a team effort, and the accomplishment of a job well done. Yet, they manage to balk as financial services companies attempt to reach out to them in hopes of building, well, relationships. Much to the chagrin of marketing departments throughout …

Read more