by Kim Proctor | Oct 15, 2018 | Blog
I recently conducted a Customer Scenario Mapping session with a healthcare center in beautiful coastal Maine. I want to share some highlights of this superior mapping approach plus a few actionable insights. In this methodology, we listen to (and capture) the current...
by Kim Proctor | Sep 6, 2018 | Blog
Has this happened to you? You are on your mobile device looking something up, and end up on a website where the text is super tiny? You must zoom in and scroll back and forth to read it. Yep, that is a digital experience, not a good one, because the website is not...
by Kim Proctor | Aug 6, 2018 | Blog
Have you visited a website and discovered broken links, spelling errors, or worse? What sort of impression does that make on you? You may think, “If the company doesn’t care enough to get those details right, what does that say about how they conduct their business?”...
by Kim Proctor | May 29, 2018 | Blog
They have you at “hello.” When you walk into any branch of the Massachusetts-based Clover restaurant chain, you’re greeted by a concierge of sorts. It’s a proper warm welcome, not the mumbled “hello” or perfunctory nod of acknowledgement that seems to be the norm at...
by Kim Proctor | May 23, 2018 | Blog
Have you ever taken action and expected a clear result, but not achieved it? Let’s say you start dieting, but you only exercise and don’t change what you eat. The results will be slow or non-existent. A similar thing can occur in business. When businesses invest in...
