Narrative As Platform for Brand

I’ve been seeing more and thinking more about the idea of “narrative” as it relates to a brand. The notion is that a brand is perceived over time not by what it says but by what it does. And those acts form a spine of a narrative that invites consumers in to participate. An example [...]

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IBM Makes A Big Move On A Blue Ocean Opportunity

IBM announced this week the launching of the IBM Customer Experience Lab in Yorkville, NY. The Lab will bring together 100 researchers and consultants into what sounds like a center of excellence to help clients with “front office integration” around three general ideas: Customer insights Customer engagement Employee engagement The first–customer insights–isn’t new ground for [...]

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