To follow-up a recent post on business branding, we wanted to offer another brand compilation featuring articles from The Brainzooming Group related to customer experience. Examining your brand through a customer experience perspective is vital when considering brand strategy modifications you hope will solidify relationships with current and future customers.

These twenty-two articles on multiple aspects of brand strategy and customer experience can help you strengthen how you’re considering and evaluating your branding approach. This is especially important if you’re losing customers unexpectedly, being attacked by competitors disrupting the marketplace, or considering expanding into new markets. If you have efforts such as these under consideration or underway, call or email The Brainzooming Group for a free check-in consultation to make sure you’ve framed up your brand strategy efforts to maximize success.


Customer Buying Cycle

Customer Involvement

Consumer Goods

Service Businesses

  • Delivering on the Brand Promise – Just Try Harder – A brand promise isn’t just a few words. If you aren’t going to carry out your brand promise, you should come up with a different one your brand can perform.
  • Branding Lessons with the Newlyweds at Elitch Gardens – A great brand lesson demonstrating that a brand isn’t a name. A brand is all about the customer experience, and you have to make sure the brand name IS aligned with all parts of the customer experience.
  • Helping People Help Themselves – Too often, brands go the self-service route purely out of cost savings with little regard for the impact on the customer experience. With just a little forethought, you can devise a self-service strategy that might even add value for your customers. Here are 26 potential self-service benefits to consider.
  • How Can You Reinforce Your Smelly Brand? – Just because you’re in a service business doesn’t mean you can’t use experience cues taken from physical attributes of your brand and integrate them more directly into your brand experience. Here’s proof it’s possible!
  • Strategic Thinking from the Customer’s Seat – Front line employees can generate great ideas to improve the customer experience, especially for niche customer groups who wouldn’t typically show up in the data. Are you listening to your front line employees to see what customer experience ideas they have?
  • Customize a Customer Brand Experience Very Simply – You don’t necessarily need loads of technology to provide customized customer experiences. A little forethought and some helpful suggestions (call it experience curation, if you must) can provide customized customer experiences as well.

Crisis Moments

The Brainzooming Group helps make smart organizations more successful by rapidly expanding their strategic options and creating innovative plans they can efficiently implement. Email us at info@brainzooming.com or call us at 816-509-5320 to learn how we can help you enhance your strategy and implementation efforts.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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Spend enough time on social media networks and you will see a variety of negative online behavior. During the last few years on Twitter, I have observed such bad social media practices as:

  • A live-in couple breaking up via back and forth tweets
  • An adult harassing a child as the child’s mother responded in a state of terror
  • An individual being targeted and antagonized repeatedly by multiple people with various troll-like behaviors

Beyond these two-way online attacks, there is another distinct strain of online vigilante attacks. This troll-like behavior involves certain individuals (usually an online expert) waging an attack against bad social media practices the online vigilante has labeled wrong, harmful, or disingenuous, all in the spirit of protecting (and supposedly educating) others.

Attacking Bad Social Media Practices?

I watched one of these play out recently.

A self-appointed online vigilante went after a competitor (and certain employees of the competitor) for disingenuous social media behavior. What started as a post bemoaning the competitor’s bad social media practices (supported by an uploaded screen grab of the competitor’s site) triggered supportive comments from the online vigilante’s followers. This was followed by the online vigilante’s more pointed invective. Finally, an employee at the competitor under attack responded with a mea culpa and a request to put a stop to the feeding frenzy underway.

While the original comment was a valid opinion about the competitor’s presence, it was a situation where the parties KNOW each other. Rather than pointing out a competitor’s weakness to the online vigilante’s large follower network (under the guise of being shocked by the competitor’s shortcomings), it could have been handled privately. Or even ignored completely. There was no compelling reason to call out a competitor’s bad social media practices – other than to belittle the competitor in the eyes of potential clients.

I might have believed the online vigilante’s claim that no harm was ever meant in the original post except I’ve seen the same type of attack in several venues. And each time, the same motivation is claimed: to simply point out something the online vigilante found surprising or incredulous about a competitor’s social media practices.

Acting on Our Behalf?

Looking at this situation and others, online vigilantes are characterized by a rather unsavory set of personality traits and behaviors, including:

  • Being disingenuous (which is why they like to call it out in others)
  • Sarcasm
  • Vindictiveness
  • A strong sense of personal superiority
  • Detraction
  • Narcissism

Sounds like someone you’d want to hang out with, doesn’t it?

There are certainly other and more appropriate ways to wage social duels and fight with some level of online etiquette. Yet in this case and others, online vigilantism seems to attract thousands of followers in spite of, or heaven forbid, because of their negative online behavior.

And to that, I guess all I can say is, if we’re following them (and I obviously am), then we, as an audience, get what we deserve.  – Mike Brown

If you’re struggling with determining ROI and evaluating its impacts, download 6 Social Media Metrics You Must Track” today!  This article provides a concise, strategic view of the numbers and stories that matter in shaping, implementing, and evaluating your strategy. You’ll learn lessons about when to address measurement strategy, identifying overlooked ROI opportunities, and creating a 6-metric dashboard. Download Your Free Copy of “6 Social Media Metrics You Must Track!

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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1. The problem with beating yourself up is since you know all the best places to punch, it really hurts.

2. Minimizing a situation’s risk can be simply a personal mental challenge. Change your point of view and the risk evaporates so you can take action.

3. Why is it we so often become what we have scorned before we were in the other person’s shoes?

4. Respect your adversaries. Not everyone who disagrees with your ideas is an idiot.

5. Take the high road even when it feels as if you are the only one on that road…because you are not alone, even if no one is in sight.

6. You’re you. They’re them. You can’t control THEM, so if you want to change the situation, you had better start changing YOU.

7. We aren’t perfect. When we THINK we are perfect, we DO become perfectly wrong. So when a mistake or something wrong happens, ask, “How is this result better than what I had planned? What new ideas does this present?”

8. What if you applied the energy required for thinking up ideas for how to blame someone for your mistakes and just worked on solving what went wrong?

9. When you get better, you’ll find, amazingly, that others get better.

10. Don’t think you’ll recognize the decisive when it happens. Tomorrow’s decisive probably looks like today’s happenstance. – Mike Brown

If you’d like to add an interactive, educationally-stimulating presentation on strategy, innovation, branding, social media or a variety of other topics to your event, Mike Brown is the answer. Email us at info@brainzooming.com or call 816-509-5320 to learn how Mike can get your audience members Brainzooming!

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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I met Hillary Hopper on Twitter one night when she tweeted about a creative block. With a continual search in Tweetdeck for “creative block,” I try to reach out to people and share some ideas. Interestingly, very few respond. Hillary did though, and that started a fun Twitter correspondence through a move, career changes, and seeing her design work, particularly in online gaming. Recently we talked about Hillary doing a guest article for Brainzooming during World Creativity and Innovation Week. We decided on Hillary discussing how creativity shapes her work for mobile game design at Tinyco. Here’s Hillary Hopper!

Creativity in Mobile Game Design by Hillary Hopper

When I tell people that I am a mobile user interface/user experience (UI/UX) game designer, I think a lot of people either:

1. Don’t understand what responsibilities the role entails
2. Think that I am someone who makes stock assets (i.e. boxes and triangles) for games

Thankfully my job does not entail that; at least not all the time. Instead, my role is steeped in a world of color and imagination. My expertise is in social simulation games such as Tiny Village and Farm Ville. I love this sector of the industry because it has a lot of creativity available to it. While working on Tiny Village, I have been able to be creative with creating icons, and theme of the UI, along with being more analytical and thinking about the user experience and flow.

In the mobile gaming industry, there is a lot of ground to cover when it comes to creativity and UI design.  Mobile gaming has turned into a $12 billion dollar market and is growing over 50% per year. This has led people from all over the world to try their hand at creating mobile games of one kind or another.

Creating Harmony between UI and UX

The aesthetics of a game are critically important because that is the first thing a user will see. UI/UX designers have to not only identify the kind of feel that a game needs to have, but they also have to be critically aware of the artwork that is being created for the game. Examples of artwork for mobile games include the look and feel of buildings, landscapes, and characters. More often than not, gaming companies will have a separate group that creates these assets, so it’s possible for the teams to go on different paths.

Creating harmony between the user interface and the artwork is a fundamental design task and can be a very fun process. This process is actually much more complex than it sounds — the user interface should not overwhelm a game’s artwork or vice versa. Although there are several schools of thought about the synergy, I am a firm believer that UI should be secondary to the artwork and less noticeable. The best games today offer a user experience that helps the user navigate without being intrusive. For example, while working at TinyCo I have tried to create beautiful UI but have it not be distracting to the player. UI should not cover up, but should complement its surroundings and display information properly.

I’ve spoken about the user interface aspect but it’s important to mention what the user experience aspect entails. Designing a game’s user experience is an area that is extremely creative and stimulating. I spend a lot of time planning the flow of the game after a user interacts with game (i.e. tapping a UI button). This usually includes designing animations and modals. A strong user experience allows the user to navigate seamlessly through the game in a way that just feels natural.

Simple UX Design

A lot of people like to over think UX, but I view it as making the simplest solution possible. The simpler the process, the better it will be for the user and more intuitive. While working at TinyCo, some of the biggest UX questions have been solved by a simple solution. Sometimes it doesn’t have to be some complicated UX. Most times it’s designing a feature that is simple and makes sense.

Being creative about button placement and learning about the psychology of the human being helps a lot. During any UX project,  designers must remember that humans are creatures of habit. Thus the UX should be almost a habit to make the user tap without even thinking.

Mobile Game Design as a Career

If you are a designer and wondering what type of industries to consider, I would strongly suggest mobile game design. Opportunities are abundant in Silicon Valley, Los Angles, and New York.  But how do know if you’re a good fit? If the following bullet points describe you, then you should consider UX/UI game design:

  • You love games
  • You play mobile games on your own
  • You notice the interface on all types of games
  • You enjoy making icons and love pixel perfect designs
  • Color theory is a strong suit for you and you love putting themes together

Being responsible for the design of a game’s user interface and user experience is a challenging but rewarding opportunity. Because of the tight deadlines, the learning curve can be overwhelming at first. But once you learn its strengths and weaknesses it becomes a lot easier. You can see every pixel and color and making just one small mistake can be seen by everyone. I wouldn’t want to work in any other field and have found it to be such a wonderful career. – Hillary Hopper


Download the free ebook, “Taking the NO Out of InNOvation” to help you generate fantastic creative ideas! For an organizational creativity boost, contact The Brainzooming Group to help your team be more successful by rapidly expanding strategic options and creating innovative plans to efficiently implement. Email us at info@brainzooming.com or call us at 816-509-5320 to learn how we can deliver these benefits for you.

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The Brainzooming blog has a wonderful group of guest authors who regularly contribute their perspectives on strategy, creativity, and innovation. You can view guest author posts by clicking on the link below.

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Working in a large corporation with both organizational strengths and weaknesses relative to implementation, I was generally clear on working the system and knowing the critical steps to things getting done. I was also typically clear on which projects were simply never going to be implemented successfully.

One thing I’ve learned as The Brainzooming Group works with clients having different types of people, business situations, and political environments is other organizations have a whole range of implementation success challenges.

13 Reasons Implementation Success Is a Problem

Thinking back across our client experience, here are 13 possible reasons your organization is struggling with things getting done:

1. Development and implementation steps are happening in the wrong order.

2. A mismatch exists between what the organization wants to do and the resources available for implementation success.

3. Too many critical people or other factors for implementation success are changing and can’t be depended upon with any certainty.

4. The people needed to work together to get things done are unaccustomed or unprepared to coordinate efforts.

Photo by: froodmat | Source: photocase.com

5. The person who should be leading the effort is ill-prepared or ill-equipped for getting stuff done.

6. No individual has been charged with leading implementation.

7. Sufficiently strong senior leadership isn’t attached to a project.

8. The implementation team isn’t working well together to get things done.

9. Talking about things getting done is easier than actually doing it.

10. Too much complexity gets in the way of effectively getting things done.

11. There is no clear understanding or where or how to launch implementation.

12. A disproportionate value is placed on being safe versus taking appropriate risks.

13. While internal demand (usually from senior management) exists for getting something done, there isn’t any strategic foundation for the effort.

What Do You Think?

To the extent that one or more of these reasons sound familiar in your organization, you’re going to be struggling with things getting done.

After seeing this list, what other reasons would you add that thwart getting stuff done?

Need Some Help?

And if you’re struggling with how to get things done, we should talk. We can help you get things done by working through your challenges. – Mike Brown

The Brainzooming Group helps make smart organizations more successful by rapidly expanding their strategic options and creating innovative plans they can efficiently implement. Email us at info@brainzooming.com or call us at 816-509-5320 to learn how we can help you enhance your strategy and implementation efforts.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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It’s always a good time to assess your personal success strategies and perform a tune-up if it’s needed. Here are seven personal success strategies to evaluate over the next few weeks and make moves to tune-up your performance if you find it lacking.

1. Understand your Distinctive Talents

Evaluate your talents, paying particular attention to make sure you understand your distinctive talents. Your distinctive talents are those at which you excel and continually improve. They bring you the most energy and clearly benefit others. After identifying your distinctive talents, use them in as many work and personal situations as possible to maximize your positive impact and personal success.

2. Tune Out Negative News

I used to wake up to talk radio with all its negative news and listen to it until arriving at work. That was until seeing Ed Foreman who asked why anyone would fill themselves full of negative news to start the day. After hearing this advice from Ed Foreman, I awake to upbeat music, avoid the newspaper in favor of uplifting reading, do quick creative tasks, go to Church, and listen to energizing music or positive spiritual messages in the car. The result is a more positive attitude overall.

3. Create a Mental Break

Maybe you are feeling greater pressure to achieve goals. You can compensate for greater pressure by figuring out what mind-filling tasks you can eliminate to create a mental break. Get up earlier and start the day so you aren’t running behind. Stop reading a redundant industry magazine. Set a slightly earlier time to leave work. Consciously live below your means. These and other ideas can help reduce self-induced pressure and create a mental break for yourself.

4. Stop Thinking so Much about Yourself

Go out of your way to serve others – at work and in personal life. Instead of turning inward, stop thinking so much about yourself and increasingly reach out to others. Apply your distinctive talents to help others be more successful in their challenges. This may seem counter-intuitive, but I’d rather be known for contributing to a lot of other peoples’ successes than simply focusing on my own.

5. Be a Joy to Be Around

Smile, laugh, cheer people up. As tempting as it may be to go into a cocoon when things seem challenging, don’t do it. Be a joy to be around. Offer a reliable source of calm and enjoyment, bringing comfort and light-hearted moments to others. Find whatever works with your personality. For me that’s wearing orange socks (that have become my trademark), even when I don’t feel like bright colors and seeking out humor and fun to share with others.

6. Be Visible

Use your talents to be visible outside your company. If your talent is speaking, develop content and present to local organizations and universities. If it’s writing, submit articles to publications looking for content or start a blog on your expertise. If you’re good at building, cooking, or other essential skills, volunteer in your community. Make sure you’re using talents to help others and expand your network.

7. Work Out

Exercise and I were never good friends until my wife signed us up at a nearby health club and arranged for me to work with a trainer. I’d done cardio before, lost a little weight, but it never had a major impact. Working with a trainer brought new focus, helped relieve stress through exercise, and resulted in losing 30 pounds.

Also check out this great Harvard Business Review article on bringing more value to your job. And best wishes for successfully incorporating these personal success strategies in the days and weeks ahead! – Mike Brown


For More Information |  Phone: 816-509-5320  |  Email: info@brainzooming.com

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Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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The Kauffman Foundation is hosting a series of speakers in Kansas City to provide ideas, inspiration, and innovation lessons for how Kansas City can best take advantage of innovation opportunities with the The Google Fiber project. The latest Google Fiber project innovation talk was from Nick Donofrio, former executive vice president for innovation and technology at IBM. You can watch the presentation here.

My top 7 innovation lesson takeaways from the Nick Donofrio speech include:

1. Innovation isn’t about starting with the solution. Make sure you start with understanding the problem.

Donofrio stresses that starting with the solution often occurs because that is where our experience, specialization, and biases are. He stressed over and over that Kansas City can’t view Google Fiber as a solution, but rather as a tool or an enabler for solving significant problems.

2. Understand this century’s recipe for innovation.

The recipe for innovation in the 21st century is an environment that is collaborative, open, multi-disciplinary, and global.

3. It is just as important (and sometimes more) to innovate in process and in business model as it is to innovate in product or service.

Donofrio detailed examples from Sweden and India. In Sweden, the deputy mayor of Stockholm changed the process for dealing with a large project, from bidding it out one piece at a time, to bidding it as a whole. In India, Bharti Airtel moved away from a business model in telecommunications that called for owning everything to one that just owns the client interface. Vendors and suppliers own/run the network, the back office, etc. Oh, and the phones are really free.

4. Count on it being an instrumented, interconnected world, so innovation must work in those areas.

There are now 250 billion devices connected to the Internet. The trend is on its way to one trillion devices connected to the Internet.

5. In education beware of the “flop on top” when it comes to technology.

Too often in the U.S., we impose technology on education (our solution) without an understanding of what problem we are trying to solve.

6. There is a huge opportunity for innovation using big data sets.

The cost of calculation has decreased by a magnitude of 16 in the last 100 years (10 to the 16 power). In the next 20 years, the cost of calculation is expected to decrease another magnitude of 8. This dramatic reduction in the cost of calculation allows modeling and simulation of almost anything.

7. You never know who has the last piece of the puzzle when solving significant problems.

The innovation lesson is that it is vital innovation efforts be inclusive. For societies, this creates both an opportunity and a responsibility for those at that top of the socio-economic pyramid to make sure that those at the base of the socio-economic pyramid are included and have genuine opportunity.  – Barrett Sydnor

How can ultra high-speed Internet speeds drive economic development? 
“Building the Gigabit City: Brainzooming the Google Fiber Roadmap,” a free 120-page report, shares 60 business opportunities for and hundreds of ideas for education, healthcare, jobs, community activities, and more.  Download this exclusive report on the Google Fiber project by The Brainzooming Group addressing how ultra high-speed Internet can spur economic development, growth, and improved lifestyles globally. 

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