In Sean Callahan’s LinkedIn article “The Insight Track with Dan Gingiss: Creating Memorable Experiences on Social Media,” Gingiss – a keynote speaker, author and experience consultant – offered his perspective on B2B companies leveraging social media to deliver exceptional experiences online. Gingiss mentions Solis as one of the authors who has been most influential to him. Referring to him as “the Godfather of Customer Experience,” he mentions Solis’ two game changing books that are actually experiences to read: “What’s the…
In an article by MyCustomer editor Chris Ward, Solis discusses the elements to consider in the process of establishing a brand’s moments of truth. Ward begins by mentioning the four moments of truth that can help businesses improve customer experiences, as Solis chronicled in his 2013 book “What’s The Future of Business?” These are: Zero Moment of Truth: The term coined by Google to explain the event in which people now search for information online and make decisions about brands…
X by Brian Solis Is an Acclaimed Crash Course in Architecting Great Experiences – and a Must Read for Any Executive or Designer
Solis’ highly influential book “X: The Experience When Business Meets Design” met with great critical acclaim from top organizations upon its release. :This isn’t just a book, it is an experience. But more than that, you will learn from one of the more creative and brilliant business minds of our time.” – Forbes.com “The best customer experience book of the Year Has arrived” – Inc. “In math, x represents a variable to be solved for. in business, the x…
Today on the podcast,
How to take inspiration from brands, people and products that are outside your industry– for example, as Brian says Starbucks isn’t looking to other coffee companies for inspiration
We address the common misconception that innovation is synonymous with technology, and why innovation is really about understanding people- their behavior, their preferences – and finding a way to give it to them
Brian says that simply asking “why” is one of the best ways for us to uncover friction points and get rid of them. It’s such a simple question, but so powerful.
“No one achieves greatness without completely exposing themselves.”
The book of the week for the week of January 14th is X: The Experience when Business meets Design by @briansolis. Find this and other great books in my book library…
We are in a new era of customer experience. Do you know how customers interact with your brand? Do you know how they feel about your services? What they tell their friends? In his new book “X: The Experience When Business Meets Design,” Brian Solis gives readers the answers. If you think your creative marketing and customer service are good enough already, think again.
La palabra “fracaso” se considera en gran medida una deshonra en los Estados Unidos y en todo el mundo. Dentro de ciertos sectores, la palabra puede tener diferentes connotacionEles. Por ejemplo, en la comunidad startup, en todo el mundo, hay una filosofía predominante de que promueve la experimentación y el aprendizaje “Fail Fast. Fail Forward”.
“If you think of the wine and beer industries, many labels look the same — same shape, same back label, even similar websites,” Solis said. Many companies put craftsmanship above marketing, but the fact is that quality isn’t enough. “The word ‘brand’ means there’s something behind it that becomes relatable and shareable, and that takes some work,” he explained. “A great product is not going to be enjoyed if people don’t buy it and talk about it.”
To see how marketers can borrow some of that Disney magic for themselves, I went straight to the experiential marketing man himself: Brian Solis. Brian is a Principal Analyst at Altimeter Group, a LinkedIn Influencer, and a guy with some very, very big ideas for the future of marketing.
“When we look at the customer journey, at present, we do so in a very linear way, and we distribute responsibility for that customer journey to different groups in charge of managing different aspects,” says Solis. “We give them budget, we give them personnel and we give them different metrics to try and optimise each component.
“But in a world where the customer journey is becoming increasingly non-linear, we can paint a much more accurate picture of how digital customers are interacting in different ‘moments’, be it before, during or after a transaction. We can ascertain how customers are making decisions, and we’re able to establish how to improve each of these moments of truth, and more importantly, how to connect the dots between them.”