Disruption Is Less About Technology. It’s About Customer Experience. Disruptive CX Strategy Needs To Get Emotional.

IMAG0156
Why do some companies make so much profit and command price premiums while some continually  struggle to make minimum margin and gain market share despite spending good money on advertising, buying channel presence with some even having a better designed product?

The secret is very simple. Though these different high performance companies operate in very different industries and face different challenges, the major reason for their success comes down to one thing. They understand it is all about the customer experience. And they don’t even have to do it for everyone. At least not initially.

They are putting their customers at the center of their universe; they also understand that not every company can do that (including their competitors who are many times bigger and with…
Read More

j j j

7 Important Business Lessons You Can Learn From a Bank Robbery

Bank-robbery-digital-art-hd-wallpaper-1920x1080-2127
During a bank robbery in China, the bank robbers dressed in fake Hugo Boss fashion, carrying AK47s shouted to everyone as they rushed into a bank: "Everyone don't move. This is a robbery. The money belongs to the People. Your life belongs to you. Your designer handbag we will not take. We don’t take your IDs and we are not identity thefts, that’s not ethical at all. We will take only the money from the bank."

This is called “Staying Focus!”

The older robbers shouted “Don’t do any tricks. I know them because I used to work in a bank too. Just do as you are told.” One guys asked. “Which bank did you work for?”. He replied “The Sperm Bank. But we never had…
Read More

j j j

Eight Most Common Marketing Mistakes That You Should Avoid Making.

10690275_10153086045897200_3896522508622360326_n
Every one is an expert in marketing these days. And with social media, everyone is an ad critic. Not entirely a bad thing, but as marketers you need know how to filter the noise. People need to understand the difference between STRATEGIC MARKETING, MARKETING COMMUNICATIONS and CHANNEL MARKETING. These are three very different things. The first one is strategic and is tightly linked to business strategy and decisions are made based on what and how to invest, the second one is about advertising (there is no social only advertising or no advertising only social..either way that’s where we’re going) and the third is about activations and promotions in the field.

11138613_10153140153812200_7346364746226736575_n
I am…
Read More

j j j

Thank You Robert Downey Junior For The Nine Creative Short Films You Created to Celebrate The HTC M9. Honestly, I Don’t Quite Get It.

Screen Shot 2015-03-22 at 1.59.49 PM

Thank you, Robert Downey Jr, for the nine inspirational short films you created to celebrate our all-new HTC One M9. Honestly, as HTC's CMO and the client who commissioned you the project and telling everyone it is a great idea, I am really not getting it. At least not all of it. I just want to be honest about it.

I am considered a very creative person and, as a designer, I appreciate all kinds of art from surrealism to post-modernism. I understood the concepts explained to me by team RDJ before we started this project and I deeply appreciate all the effort and enthusiasm you put into this. It was a lot of hard work and…
Read More

j j j

Design Leadership Is More Than Simplicity. It Is About Design Discipline.

Screen Shot 2015-02-21 at 8.44.26 AM
El·e·gant, an adjective and define or characterized by or exhibiting refined, tasteful beauty of manner, form, or style. Marc Jacob? Chanel? Jil Sander? Hermes? All are unquestionably elegant by design in the fashion world. How about smartphones or interfaces? Can they be elegant? Or what about customer experiences? Can you describe a banking or customer service experience as elegant? Most people don’t.

Leica-M9-Titan_Walter-de-Silva_2-800x647
Is elegant a word reserved solely for tangible product? The design world likes to use words such as “elegant”, “simple” and “user friendly”, many designers understand how to subtract in creating simple and elegant design solutions. Human factors usually subtract…
Read More

j j j

The Most Successful Wearable Design Is All About Balance, Benefit, Beauty And Behavior.

Screen Shot 2015-02-11 at 9.06.56 AM
This is the billion-dollar question: “How do we create the iPhone pr Walkman of wearables?” and “How do we create sub-ecosystems around these wearables?” At the CES who this year, you can still see everyone displaying their newest or not-so-new wearable ideas. No one can afford to miss the train but most of the wearables out there now are just toys and eventually will become thrown aways. I can’t find a reason anyone would want to buy most these so called wearables. Google glass is officially a failed experiment, or at least for now. GoPro is a stellar success and Apple will enter that game soon. They have been granted a patent for a wearable camera…
Read More

j j j

Do You Know What A Growth Strategy Is?

happy new year
This marks the end of another year. A very busy and fruitful year for us. Personally I was on the road for more than 200 days and I need to take a break – perhaps 3 days. What about my New Year's resolution? I need to cut down on drive and email. I need to cut down on attending unprodcutive meetings. I need to find three people to mentor that they can become the best. I need to revisit places from my childhood that were memorable. I need to back up my hard drive (I am 96 days behind). I need to produce a mini feature film and shot entirely with my HTC phone. I need to cut down on my public…
Read More

j j j

The Come Back Of Hardware. Is Software Becoming A Commodity?

Screen Shot 2014-11-16 at 8.20.19 AM
The world is suddenly obsessed with smart technologies and this time around it seems unstoppable. Our everyday electrical and mechanical industrial object will now be occupied and ran by software and connected to the cloud. It also means each object (as small as some smoke detectors and as large as automobiles) will now be equipped with tons of sensors and can be able to adapt to different environment and individual needs.

Screen Shot 2014-11-16 at 8.13.40 AM
It is essential that the next wave of industrial revolution will make us more efficient and empowered (and more human I…
Read More

j j j

The Best Kept Secrets Of Breakthrough. Everyone Should Start Practicing Them.

Screen Shot 2014-09-16 at 6.59.55 AM
Everyone is looking for a breakthrough. The massive shift in generation differences in consumer behavior and rapid technological shift are casuing many companies to fail…. and it will happen fast. Companies that are stuck in their old mental model cannot breakout for many reasons. It is usually a combination of all that causes them to be irrelevant. It includes leadership’s blind sight, organization legacies and lack of foresights and the list goes on and on…

Image002
How often companies can act swiftly and not taking a wait and see attitude? All the time. It takes strong leadership to take bold decisions even though…
Read More

j j j

Does Social Media Makes All Of Us Phenomenologists?

Post_full_1281103997designers-july-1961-playboy

It is every designer’s dream to design a chair. I have yet to meet an industrial designer that doesn’t want to design a chair or a car. It is designer’s dream for those who study transportation design is to design a car and I get it. Chairs and tables? The reality is how often designers get a chance to design their own chairs? And every transportation designers ended up doing is styling a car that was designed by a computer. There are disproporationately large amount of chairs being designed than to other objects and products.

Cadillac-cyclone2
Any object whether it is chair, a table, a smartphone, or a coffee maker does not exist…
Read More

j j j