Competitive Reviews – Uh, What Are They Good For? Absolutely Everything
If you want to have the competitive advantage in your industry, country or globally then you need to know what everyone else is doing out there – and I mean everyone else, not just your direct competitors. While it is super critical to keep your finger on the pulse of your direct competitors, and to […]
The Art of Turning Insight into Action – Part One: What Do We Mean by Insights?
Brands face big challenges today. Data overload, hyper-connected customers and technology that’s changing faster than ever before. We apply a customer-centric, insight driven methodology to design as a means to empower organizations to meet their business needs. Over the years we’ve refined a three-part process that is straightforward and effective: insight, strategy and action. To […]
Enhancing the Customer Experience: Manulife Financial Updates its Mobile Packing App
Last year at this time we successfully introduced Manulife Financial into the Canadian mobile market through the launch of its CoverMe™ Packing App for iOS devices. To continue the momentum, we analyzed six months of customer feedback, reviews and application user data to recommend a series of new features designed to enhance the customer experience […]
Edmonton demonstrates leadership on path to eDemocracy
This past weekend I was asked to participate in an interesting public policy consultation process organized by the Centre for Public Involvement, which is a partnership between the City of Edmonton and the University of Alberta. As one of its initiatives, the Centre was seeking input from Edmonton residents on whether the city should offer […]
Speak to your audience’s passion points — you’ll be surprised by the results
Sometimes your brand’s service or offering can seem very niche, and thus audience size of potential customers small. But if you take time to look closely at the passion points (or key interests) of your target audience you’ll most likely be surprised by where your brand can connect with consumers in a relevant way. For […]
UX Design: 6 Tips to Connect with Your Customers Online
We’ve worked with a number of insurance providers over the past few years to help them redesign their websites, including Coverme.com, CaaLife.ca and CaaHealth.ca. In each case, the changes we’ve helped to implement have had great results—CoverMe.com even won an International Business Award last year—and have helped to address the needs of customers at each […]