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It’s hard to find great talent. This is has always been one of my top challenges, but never more so than now when many tech giants and startups lead recruitment by focusing on the perks. How many job listings have you read that start with: free lunch, a game room, and unlimited vacation?
If you’re a marketer, you hear the term customer experience a lot. It’s a convenient catch phrase for all the experiences that a consumer has with a brand from awareness to advocacy and it’s the product of user experience design (UX) work, which focuses on creating superior customer experiences.
While many people intuitively understand that customer experience is pretty important, however, they don’t always see the value of user experience design. Value is the keyword here because at some point you are probably going to have to justify an investment in UX.
For example, the ROI (return on investment) of the user experience for a website has been a comparatively easy to figure out in the digital world. You can value and compare the conversion rate before you redesign a website using UX and also afterwards. Improvements in simplicity and relevance invariably deliver better results, which can be easily measured. The calculation gets harder when a brand has to consider investing in a unified customer experience strategy and execution, however.
Since people hop from channel to channel so quickly and frequently today, a brand can’t have a good experience in one place and a lousy experience in another, especially when all it takes... Read more
I just finished an article about creativity that was inspired by a video from John Cleese on the subject in 1991. In the video, he talks about how most companies have cultures that tend to close down the openness that creativity needs to flourish. Then I read that the ANA (Association of National Advertisers) has just published a study that shows that in-house agencies at brands have grown substantially in number and size in recent years.
Of the 203 brands that responded to the study, 58% said they now have in-house agencies (up from 42% in 2008). The biggest reason for the growth cited was cost, with procurement being a big factor in the shift. The study pointed to the dark side of this development at the same time, which might not have occurred to the bottom-line oriented procurement folks.
As one might guess, the two biggest problems cited are market awareness and creativity. Staying on top of key trends is a problem with in-house agencies apparently. Brands say it’s now an issue 45% of the time (up from 34%). Lack of creative innovation was also a rising concern going from 34% to 43%.
This fits with what John Cleese describes as the... Read more