The Real Reason Your Customer Experience Isn’t Converting (And How to Fix It)
Most companies believe they are customer-focused. Study after study points to the same conclusion. If you asked the founder, they […]
How to Become a Legendary Company
There are bad companies, good ones, great ones, and then there are legendary companies. Companies that disrupt, innovate, revolutionize.
Amazon, Growth, Personas
The Little Steps it Will Take to Succeed in 2019 and Beyond!
We have been posting a significant amount of content on LinkedIn and want to be sure we are connected there.
Analytics, Data, Empathy, Narratives, Strategy
Why do I worry about data-driven decisions?
1. There are way too many metrics 2. All metrics are not created equal. 3. Some metrics tell you only
Learn From Amazon’s Innovations and Walmart’s Blind Spot
Amazon (NASDAQ: AMZN) should be concerned. Walmart’s (NYSE: WMT) resources are enormous. That gives Walmart time to work on their blind spot.
Digital Transformation Groundhog Day
Digital transformation is the buzzword. Legacy systems, perverse goals, and lack of vision are the reality. In most instances, digital
Be Like Amazon, Buyer Legends, Innovation, Product Design
The Jeff Bezos Silent Treatment to Innovation
For every billion dollar idea there will be plenty that don’t add much to the bottom line and several that
Be Like Amazon, Customer Experience Design, Growth, Retail
Watch now! [Webinar] How to Provide Consistent and Extraordinary Customer Experiences
Smart entrepreneurs know that in order to grow a business you must keep an eye on both being productive and
Empathy Propels Marketing Past “Optimization” to Innovation
Are Personas Dead? According to a recent blog post on the Convince & Convert blog, they would have you believe
What to believe about SEO in 2018 and beyond?
Search Engine Optimizers (#SEO) and Search Engine Marketers (#SEM) like to throw around industry jargon. Ever feel like they are
Caring As a High Growth Strategy
Conversion optimization is a growth strategy, but it’s been handicapped. We all know what a sales conversion rate is, it’s
El Ascenso Empresarial A Largo Plazo
Crecimiento Empresarial – primero un resumen de los conceptos básicos. El departamento de marketing y ventas son los responsables de
Scaling Growth. A Gift To An Entrepreneur
I met you last week, at a conference. I decided to write this for you. You’re not alone. It’s
Grab your free Kindle copy of Be Like Amazon today
Today is the last day to grab a copy of Be Like Amazon: Even a Lemonade Stand Can Do It
Be Like Amazon, BeBetterToday, Buyer Legends, Customer Experience Design, Growth, Lead Generation
A Disturbance In The Force Of Customer Centricity #CX #CRO #GROWTH
The sales team is having a hissy fit. They proclaim we’re 11% ahead of goal and we’re in the slow
Be Like Amazon, Branding, Customer Experience Design
The Red Screw & the Four Pillars of Amazon Success
This week we talk about the incredible business impact of a red screw. Hopefully, you will find ways to apply
Amazon, Be Like Amazon, Customer Experience Design, Growth
Bryan Eisenberg Tells Shep Hyken The Secrets of Amazons Success [audio]
https://soundcloud.com/amazingbusinessradio/bryan-eisenberg-tells-us-the-secrets-of-amazons-success How can your business be more like Amazon? Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like
Customer Experience Design, Growth
Plan A Customer Journey That Is Channel Agnostic
Micheal E. Gerber asked 50+ experts, “What’s your best tip for growing/scaling your business?” You can read Bryan Eisenberg’s contribution below: You
Amazon Is Selling The Stories In The Books With Stories About The Books
I sent my friend, Tom Grimes, Amazon’s New Bricks-and-Mortar Bookstore Nails What the Web Couldn’t. In reply he wrote me: My
Optimizing The Wrong Paths To Customer Centricity #CX #CRO
Customer-centricity is like “excellent customer service” — everyone thinks they’re doing it, few actually are. And one reason for that is
Be Like Amazon, Customer Experience Design, Measure, Strategy
Are Your KPI’s False Idols? #CX #CRO #Measure
This is a post about false accountability and the worship of quantitative idols. Companies looking to be innovative face a
Is there a right and wrong way to be customer-centric?
I really like how Lynn Hunsaker of ClearAction explains this with her concept of “well -being”. Some managers view customer-centricity
Be Like Amazon, Conversion, Marketing
Six Questions To Help You Hire a Conversion Rate Optimization (#CRO) Agency
Looking for an agency can be a dangerous and painful job. Sometimes you find a great partner. Sometimes there’s a
Uncategorized
Radio Interview “Brand Like Amazon: Even A Lemonade Stand Can Do It”
Ray Seggern, of One Man Brand Radio, interviewed us about our soon to be published book. You can sign up
Buyer Legends, Marketing
Free 9/22-26 – Buyer Legends: The Executive Storyteller’s Guide
Amazon will be offering the Kindle version of our book for free. Please let your friends and colleagues know that
Analytics, Buyer Legends, Customer Experience Design, Retail
Why Retail CEOs Still Don’t Care About Digital
Customers are more connected than ever. Software continues to reduce customer friction everywhere, from customer service to fulfillment. Logistics and
Conversion, Customer Experience Design, Data, Lead Generation, Legendary Links, Marketing, Trends
Legendary Links: worthwhile reading 9/18/16
What’s up with Legendary Links? From time-to-time, we’ll post some of the interesting articles that we found interesting and
Legendary Links, Marketing
Legendary Links: worthwhile reading
eConsultancy writes that Content is king, but for brands, there’s too much of it. “As content volumes increase and third-party distribution
Amazon, Branding, Retail
Wal-Mart’s Problem Isn’t Just E-commerce
Sam Walton said “You can make a lot of mistakes and still recover if you run an efficient operation. Or
Amazon, Customer Experience Design, Retail
Amazon Prime Day: Magician’s Trick #CX #UX #CRO
“When a magician waves his hand and says, “This is where the magic is happening.” The real trick
Customer Experience Design, Empathy
Optimize for people not technology
In order to future proof your optimization efforts, remember the focus should be on the people not the technology. That
Conversion, Data, Marketing, Testing
What To Test First #CX #UX #CRO
We use a 3-step process as part of our Buyer Legends process. Pre-mortem Eisenberg’s Hierarchy of Optimization Scoring Priorities Of
Amazon, Branding, Buyer Legends, Conversion, Customer Experience Design
Amazon’s Amazing 74% Conversion Rate – #CRO #CX #UX
The top 25% of online retailers convert at 5.31% and the top 10% of online retailers convert at 11.45%. Amazon
Buyer Legends, Conversion, Customer Experience Design, Marketing, Personas, Storytelling, Strategy
A Powerful Conversion Rate Hack – #CRO #CX #UX
In our experience hacks often fall short. They rarely deliver meaningful results or deliver insight that leads to the next
Amazon, Buyer Legends, Buyer Legends: How To, Customer Experience Design, Measure, Narratives, Recipe Posts, Strategy
Measure Customer Experience Design And Make It Accountable #CRO #CX #UX
Buyer Legends are measurable and accountable by design. That is one of the important elements that distinguish Buyer Legends from
Buyer Legends, Buyer Legends: How To, Conversion, Customer Experience Design, Narratives, Recipe Posts, Storytelling
Convert More By Crafting Your Buyer Legend Well #CRO #CX #UX
In this fifth, penultimate, post in the Buyer Legends Recipes Series will help you bring it all together. If you’ve created personas,
Buyer Legends: How To, Customer Experience Design, Marketing, Personas, Recipe Posts
Personas: The Key Ingredient In Design For Conversion
Personas are the least understood and most misused tool in marketing today. There are some good ones and we’ve also seen
Buyer Legends, Customer Experience Design, Interview, Marketing, Retail
An Interview With Bryan Eisenberg – Two Episode Podcast – Buyer Legends & More
Bryan was recently interviewed by Rod Worley the host of “Inside the Jewelry Trade Radio Show” to let us know
Buyer Legends, Buyer Legends: How To, Conversion, Customer Experience Design, Recipe Posts, Strategy
Planning Persuasive Momentum In Customer Experience Design
Buying a pricey pair of sunglasses at the mall was not on Marshall’s honey-do list, but a week after the
Conversion, Customer Experience Design, Strategy
Is Conversion Rate Optimization (#CRO) a Dead End?
April 9, 2015 will be the first annual International Conversion Rate Optimization Day. April 9 is also my 45th birthday.
Buyer Legends, Buyer Legends: How To, Conversion, Customer Experience Design, Marketing, Recipe Posts
Reverse Chronology: Planning Customer Experiences That Convert
Every customer wants a happy ending. For them that happy ending looks like a delightful buying experience followed by a
Buyer Legends: How To, Conversion, Customer Experience Design, Marketing, Narratives, Personas, Recipe Posts, Storytelling, Uncategorized
Recipes For Practical Customer Experience Design & Optimization #CRO #UX #CX
If I gave you a recipe some of you would be thrilled and others not so much. You can cook
Buyer Legends, Buyer Legends: How To, Customer Experience Design, Recipe Posts, Strategy
The Pre-Mortem As Antidote To Murphy’s Law
Things go wrong. Murphy of Murphy’s law fame says so. In fact Murphy goes further by stating that whatever can
Communication Techniques, Conversion, Customer Experience Design
7 Tips To Boost Your About Us Page’s Performance
Does an About Us page really matter? You might think it matters more for B2C than B2B or vice versa.
Buyer Legends, Conversion, Customer Experience Design, Lead Generation, Marketing, Testing
Accountability Means You Win Big or Try Again
Marie, the VP of Marketing, predicts that she can increase conversions to sales by at least 40 percent. She wants
Branding, Data, Marketing, Strategy, Uncategorized
Heroes Don’t Play It Safe: A Customer-Centric Case Study
What is the difference between foolhardy and courageous? It’s like the difference between arrogance and confidence; it’s all in the
Amazon, Analytics, Branding, Buyer Legends, Customer Experience Design, Marketing, Storytelling
Real Brand Storytelling: Mitch Joel Interviews Bryan Eisenberg for the Twist Image Podcast
Welcome to episode #446 of Six Pixels Of Separation – The Twist Image Podcast. I have known Bryan Eisenberg forever.
Buyer Legends, Customer Experience Design, Empathy, Marketing
What A Used Car Salesman Can Teach You About Empathy
He pushy pushed his way up towards the stage. I had just finished presenting the keynote at Driving Sales, an
How To Test For What Matters
Gerald never imagined his 71 year old grandpa would be the one championing a shopping cart and checkout development initiative
Buyer Legends, Conversion, Customer Experience Design, Marketing, Narratives, Personas
How a Social Media Agency Increases Conversions
It’s 10 o’clock on a Friday night and you are at the bar. George Clooney strolls in and sits down
Marketing, Trends
Ignore The Top 7 Marketing Trends for 2015
Not so long ago Jason Demers listed what he thinks are the 7 Top Marketing Trends Of 2015 in his Forbes.com
Conversion, Customer Experience Design, Storytelling, Strategy, Uncategorized
Designing The Perfect Funnel
You’ve planned the campaign or the test. You’ve designed the checkout or registration. You’ve invested time and energy. Now your
Business Storytelling: 3 Ways To Have A Happy Ending
Santa Claus will not be bringing any presents to your home. Not that you were naughty, don’t worry we won’t tell
Advertising, Branding, Storytelling
Can Marketers Keep Their Promises To Customers?
If I promised to give you $10,000 as a gift and then only gave you $5,000 you’d be disappointed. Don’t
Become Your Customer’s Fairy Godmother
When most people talk about Storytelling in business, they usually mean telling the businesses story. And while your business undoubtedly
Great UI Still Risks Poor Customer Experience
It is encouraging when brilliant people develop processes to improve customer interactions. UI designer Luca Leone recently wrote an excellent
Mom Wants You To Improve Your Customer Experience
The holidays are here, and so is the holiday advertising. In light of all the data about online purchasing and
3 Things Marketers Must Do to Complete their 2015 Plans
2015 looms large on the horizon. For marketers, a new year means new opportunities, planning, strategizing, and a general
Customer Experience Design, Strategy
Customers Don’t Care Where You Sit
Customers arrive at your business with a bigger picture than view we have from the seat at our desk. They don’t
Data Takes Center Stage This Week – 5 Posts You Might Have Missed
Data takes center stage in our discussions this week. I. Earlier this month IBM’s Digital Analytics Benchmark Hub released its 2014
Confused About What Comes First, the Customer or the Customer Data?
Data-Driven Poster Child Tesco Loses Its Halo Tesco had been recognized as a data-driven company that wowed investors. Now not
Why Target Audiences So Often Miss The Mark
You can always identify someone as an amateur broadcaster. I was in broadcasting for 15 years but I
Storytelling to Improve Communications, Conversions, and Execution
From “Buyer Legends – The Executive Storyteller’s Guide” … “Humans have only one tool capable of communicating the subjective
Uncategorized
Five Important Updates About Buyer Legends
This week over on the Salesforce blog Bryan Eisenberg explained how Buyer Legends improved collaboration within an entire marketing
How Extra Space Storage (NYSE: EXR) Uses Buyer Legends For CRO
Who Are the Storytellers Behind Buyer Legends: the Executive Storyteller’s Guide? This is the first in
How Airbnb Uses Sensitive Stories To Connect With Audience
The most powerful stories are usually the most revealing. They reveal our innermost secrets, dreams, hopes, fears, and
Retail Legends: Amazon’s Trojan Horses And Their Customers’ Story
Back in June Amazon released its first smartphone and we wrote this While it may be true that Amazon
All The News About Buyer Legends
This week over at LinkedIn, we shared some data from a Kapost study about the critical role content
Branding
True Buyer Legends: How Steve Jobs Created Apple’s Legendary Brand
You don’t have to be an Apple fan-boy to understand or appreciate the mojo of Apple’s brand story. When Steve
Stories – Not Just for Fairy Tales Anymore
To some, the idea of using story and storytelling in a business setting feels like some airy fairy
Your Pricing Tells a Story, is it the Story Your Customers Want to Hear?
Bernadette Jiwa over at The Story of Telling writes. “Price, like design, location or quality is part of your
Branding, Narratives, Strategy, Team Dynamics
2015 Planning: The Must Have Strategy Doc Most Marketers Are Missing [Published on LinkedIn]
Marketers are busy getting their plans together for 2015. If the study, that came out of the CMO Club Summit
Branding, Customer Experience Design, Storytelling
A Question About Delivering Great Customer Experience
A Harris Interactive study finds that as many as 86% of customers leave due to bad customer service. A RightNow
Your Customers Desperately Want To Be Legends
I love the idea behind NatureBox.com. According to their About Us page “NatureBox delivers a world of carefully sourced and
Communication Techniques, Team Dynamics
Are Bullet Points Crippling Your Marketing?
It was May 1, 2003 and from the deck of the USS Abraham Lincoln, with a banner that read “Mission
Amazon
Obsessed with Amazon’s Obsession
All of us here at Buyer Legends are obsessed with Amazon, specifically, we love their obsession with the customer and