Customer Experience Innovation Blog with Toni Newman
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Beyond the Obvious

Vet Sign

Would you do something for me? Well, two things actually.

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Don’t Blame the B Word!

What did you think the B stands for in Don’t Blame the B word?

Bagels?
Baboons?
Bananas?

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Is this too personal?

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When is personal not really personal?

Ok – let me back up a bit.

I spend a fair amount of time researching innovation and customer experience online and I’ve noticed a disturbing trend. More and more businesses, large and small, are trying to make their blogs, websites, social media posts etc… more “personal”.

Personally, I have no issue with being personal. After all, one of the S’s in my Five ‘S’ Solution is the ‘S’ for Seductive and one of the ways to create an innovative Seductive customer experience is to make it more personal.

So what’s my problem?

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You Talkin’ to Me?

You-See-Better-When-Youre-Afraid-Science-World

Did you know that the word itchy actually makes you itchy?

Or, that you see better when you are afraid?

Or for that matter, (my apologies to the sensitive in advance), that you fart a balloon’s worth of gas in a day?

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Five Innovation Insights from What Not To Wear

WNTW 1

I have a confession to make.

I watch TLC’s fashion makeover show What Not To Wear.

There.  I’ve said it out loud.

For those you who aren’t in the know about the What Not to Wear - WNTW for short –  phenomenon, for the last 10 years, TLC hosts Stacey London and Clinton Kelly have been ambushing unsuspecting guests whose friends and family have nominated them as walking fashion disasters.   As brutal as the concept may seem, once Stacey and Clinton have worked their fashion makeover magic, their guest’s transformation  – in both style on the outside and confidence on in the inside – is downright dramatic.

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Create, Demonstrate and Deliver Value: The Innovation Sweet Spot

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Urgent calls.
Urgent meetings.
Urgent projects.

If you own or run a business…
If you lead a high performance team…

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A Mother’s Day Reflection

Did you celebrate Mother’s Day this past weekend?

Our family did.  Ger and the kids planned a wonderful day for me with just the perfect balance of activity and relaxation.

Truth be told, for reasons that will become clearer as you read on, Mother’s Day has always been a bit of a mixed bag for me.

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Are you kidding me?

are-you-kidding-me
I confess.  I‘m about to rant.

Rant about an insipid but unfortunately prevalent trend that is out there in customer experience and to be honest, it is a trend that is really starting to bug me.

It’s called Personalization – the attempt to create connections with customers by appearing to personalize communications and offers.

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PANDORA’s Box

pandora-concept-store-ny

There it was!  The mega-hyped brand new Pandora jewelry store located smack dab in the middle of Soho, New York City.  My friend and I had been waiting for this moment for months.

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Four Innovative Ways to Eavesdrop on Your Customers

Eavesdrop

As she passed in front of us and continued down the aisle, I leaned over and shared a passing thought with my traveling companion.

In what seemed like no time at all, she reappeared at our side. “Oh my, I did forget your tea.”, the extremely apologetic stewardess said. “I’m so sorry. I’ll be right back.”

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