Screens & Places: Showrooming, fact or fiction?
The intersection between digital, social and physical experiences. If you do a quick search online, you’ll find lots of articles about showrooming. And if you’re unfamiliar with the concept, it’s essentially when people use a brick-and-mortar store to touch, test and even taste your product and then proceed to order it online for a cheaper price. […]
Screens & Places: It’s all about people
The intersection between digital, social and physical experiences. It’s hard to go anywhere these days and not see a digital screen. Big screens and little screens are quickly becoming embedded in every aspect of our daily lives. Next time you travel to work just count the number of screens (e.g. digital billboards, smartphones) you see and/or interact […]
Screens & Places: Table for two, please
The intersection between digital, social and physical experiences. Like many of you I’m always looking for tools to help me in my day-to-day life. I’m a huge fan of mobile apps like Google Maps, Yelp, RBC Banking and The Weather Network to name a few. And many brands today are creating digital products and services […]
Screens & Places: Tell us how we are doing
The intersection between digital, social and physical experiences I have always been fascinated with the way people interact with the world around them. I guess that’s why I started my career in architecture. Even though my career has focused on designing digital experiences and using emerging technologies I have never lost sight of what I […]
Customer Listening: Your service sucks and I’m going to Tweet about it!
The other evening I caught part of Marketplace‘s Canada’s Worst Customer Service: Store Edition on the CBC. The show explored customer service at some of Canada’s major retail chains and as much as I found the show predictable (and slightly contrived), what piqued my interest the most was a segment where three dissatisfied customers were […]
Understanding the New Customer Journey
Did you know that 40 per cent of Canadians are using the camera on their smartphone to take pictures of products while shopping, 64 per cent stay up-to-date with a brand via social media, and 39 per cent reviewed and rated a product or service online during the past month? * The ways in which […]