Articles

Increase Trust with Omnichannel Strategies

The customer’s always right… and the customer doesn’t trust your brand. To quote the 2018 Edelman TRUST Barometer: “The 2018 Edelman TRUST BAROMETER reveals a world of seemingly stagnant distrust. People’s trust in business, government, NGOs and media remained largely unchanged from 2017 — 20 of 28 markets surveyed now lie in distruster territory, up…

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Books I Read in 2018

2018 has been a busy year, but a good year. I read 68 books, including 7 rereads. 9 books got 5 stars (including a new favorite, Davita’s Harp) and nothing got 1 star, though The Passage was close. Rating the Books I Read If you’re unfamiliar with the rating system, here’s how it works: *…

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Do You Have an Accessible Website?

Do you want an accessible website? Submit your site for a chance to get a short report on how your site can be more accessible. What Does Your Accessible Website Need? Accessibility means designing for people with disabilities. Compare this with inclusive design. An inclusive design is good for both people with disabilities and without….

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Live from AHIPcx: Words Matter

Words Matter: How to Leverage Design Thinking to Create Great Customer Experiences, by Michael Zagami Of course words matter – we all agree on that. But which words matter? To whom? Lately it feels like big data analytics, AI, they are exciting – but what about engagement strategies? No one seems to care. But that’s not…

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How to Map an Omnichannel Experience

As I prepare for the OmnichannelX Conference, I’m giving a lot of thought to how to map an omnichannel experience. Specifically, how do omnichannel experiences differ from just… experiences? For most people, mapping an experience means identifying a single channel, such as a website, and mapping out a person’s experience on that website. But most people…

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How to Request Copy Edits from Clients

About a month ago, I received a request from a client. They had just recently begun reviewing our copy, and they wanted some clarification on a few sources we used. Here’s the catch: we wrote the copy nearly three years ago. Copy edits from clients can come at any time, and in any form… unless…

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