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Customer Experience

Brands stand or fall based on the customer experiences they create. We explore the best practices in customer experience here.

Customer Experience

Three Modes Of The Customer Buying Journey

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Three Modes Of The Customer Buying Journey

Once triggered, the Customer Buying Journey can be categorized into one of three modes, each of which tends to dictate the nature and complexity of that buying journey.

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Customer Experience

The Power Of Simple Brand Experiences

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The Power Of Simple Brand Experiences

I have a new favorite toy store brand.

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Customer Experience

Four Elements That Shape Brand Experiences

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Four Elements That Shape Brand Experiences  

To build more relevant experiences you need to take a step back and consider the context your brand and the associated experiences will be built within.

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Customer Experience

Every Brand Should Take Its Customers Journey

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Every Brand Should Take Its Customers Journey

We often find that companies spend an inordinately small amount of time considering their offering from the customer’s point of view. In their defense, it is easy to be fixated by back-end and internal issues. But having this disconnect between company and customer is dangerous.

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Customer Experience

Synching The Customer Journey With Brand Value

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Synching The Customer Journey With Brand Value

The battle for consumers’ hearts, minds and wallets won’t be won in R&D labs.

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