Get Into Your Customer’s Head

Who is Your Customer? Understanding your customers is an ongoing process that takes discipline and patience. Far too many companies either don’t do it...

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The Design Thinking Party Is Over

It's time to get to work (and deliver value). 25 years ago, designers would get together and we'd moan that no one was listening. From a drafty loft s...

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Who Ate the Oreos?

Better understand your customer to create more valuable experiences Most organizations only know their customer in the most formal business context. T...

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What Did You Study? How Different Paths to Design Research Bring Value to LiquidHub Clients

When people ask me to explain what I do for a living, most don’t have a concept of what design research means – let alone what a design research pract...

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The Human Risk of Your Contact Center

Chances are you can reel off the top of your head examples of subpar experiences you’ve had with some of the world’s most recognizable brands. The mos...

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The Importance of CX Isn’t New, But It Needs to Start With Empathy

Very recently I stayed at the Courtyard by Marriott. It wasn’t the most convenient hotel for us since it wasn’t close enough to my son’s college. In f...

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The Cost of Bad CX: Your Secret Weapon to Get Traction With CX Projects

Every company’s success depends on its ability to serve the needs of its increasingly empowered customers. Customers can, and will, easily take their ...

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A Productive WRECK: 5 Customer Engagement Insights from a Crashed Car

  “Life imitates art far more than art imitates Life." [Oscar Wilde, from “The Decay of Lying: An Observation” 1891] At LiquidHub, I work with a team ...

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How to Avoid Design Pitfalls Through User Research

More is better in terms of web traffic, right? Well, it depends. Marketers frequently analyze metrics such as pageviews, pages per session, average se...

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Top Medicare Trends from 2016

Medicare Open Enrollment is brutally competitive, and a strain on Medicare marketers everywhere. As one of my favorite clients said to me the other da...

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