Upcoming FREE event: Firecat First Friday, September 2021 Last year a client approached us with a wicked problem: How could they align their cross-platform customer service experience to promote customer…
read moreInnovation in companies is tricky. There are rarely brand new ideas. What we often deal with are old ideas with a new twist. Knowing this, we see the best results…
read moreWe work with many established businesses full of well-meaning people who want to innovate. But, they’re stuck. This “stuck-ness” comes from knowing the product/service/process too well. Having developed the institutional…
read moreIt was a Saturday in January. We were only slightly caffeinated, but we put the coffee aside and rose to the challenge of sharing our ideas on how to make…
read moreWe’ve talked at length about how Designing for Customer Intentions (especially when Designing Complex Navigation) helps digital spaces have more meaningful, organic conversations with customers. Designing for customer intentions starts…
read moreThink about website navigation differently. It’s not about “the navigation bar,” or that “hamburger menu.” It’s also not about your departments, lines of business, or company politics. Frankly, it’s not…
read moreYou can’t scale the human side of your business if your website isn’t set up to have an organic conversation with your customers. An “organic conversation” in this context can be…
read moreWebsite navigation is a ubiquitous concept today. Customers expect to find whatever they’re looking for through the links at the top of the “homepage” or in the “hamburger” menu. Frustration…
read moreThis is Part 3 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience. Part 2 touches on the elements that make up…
read moreThis is Part 2 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience, and Part 3 touches on what Establishing the Customer…
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