Integrate design & delight
Customer insights – understanding what truly inspires your customers – should drive your business. It’s within these understandings that you’ll find the answers to virtually every question you face. And the key is to look beyond the data and into the realm of emotion. Because every human decision takes place in the limbic brain where emotions rule and where meaning lives. People buy story and metaphor, hope and promise, future and purpose.
Today’s most successful companies design their end-to-end customer experience with heart. Imagine the joy and delight associated with using these exemplary brands: Nest, Kayak, Tesla, Apple, Google. Each is customer focused and design driven, while having a grand vision of tomorrow.
Performance brands drive extraordinary results
Focus on a few critical initiatives to build an enduring and relevant brand:
- Motivate teams with a grand vision
- Leverage deep customer insight
- Deliver a rich customer experience
- Inspire a design driven culture
- Communicate a societal purpose
Customer insight helps us create deep meaning and high value. Don’t just communicate value, create value by going deep into the heart of the matter. As Daniel Gilbert explains, “Feelings don’t just matter – they are what mattering means.”