Black
any object (property) used in a performance.
prop?
is a representation of a customer group that describes the key behaviors, attributes, motivations, and goals of your target customers.
persona?
is the ability to use your time in a way that things get done when they should be done.
time management?
D-A-T-I-N-G analogy stands for....
Dazzle, Anticipate, Treat, Innovate, Nurture, and Guarantee
hints that are connected to the product or service and the customer interprets those in a conscious rational manner.
functional clues?
are the static, human, and interactive interactions that create the impression of being hard or easy to do business with.
touchpoints?
any external stimulus that can cause wear and tear on your psychological or physical well-being
stress?
when attaching a motif (idea or a notion) to the experience
THEME it?
people inside the company—your fellow employees and even your boss.
internal customers?
evidence that are drawn from inanimate objects and the environment and offer a physical representation of the experience.
mechanic clues?
the process of defining and promoting what you stand for as an individual.
personal branding?
a set of impressions that are ideally wrapped around a specific theme.
clues?
signs that are concerned with the actions and appearance of employees and the service providers.
humanic clues?
is a visual storyline of every engagement a customer has with a service, brand, or product.
customer journey map (CJM)?
a promise?
the region in-between being a hugely satisfied customer and a hugely dissatisfied customer.
zone of indifference?
consciously aligning our thoughts, words, and behaviours with our goals. It's about taking deliberate action rather than merely reacting to circumstances.
act with intention?
those moments in which important brand impressions are formed and where there is significant opportunity for good or bad impressions to be made
moments of truth?
a concept that encompasses all four realms of an experience: entertainment (enjoy), educational (learn), escapist (go), and esthetic (be).
sweet spot?
the using of a good or service that is the experience by moving from being a noun to a verb.
"ing" the thing?
suggests an abundance of options that actually requires more effort to choose and can leave us feeling unsatisfied with our preference.
paradox of choice?
it is the essence of what makes your product or service better than competitors.
unique selling proposition?
enthusiastic supporter of a company who willingly share his/her positive experiences with others, whether through word-of-mouth, social media, online reviews, or other channels.
customer advocate?
If the customer shows interest in a product they are considered.....
"focused" customer?
it is not a name, a positioning statement, or a marketing message, jingle, or logo. it is the culmination of all the interactions people have with your organization
brand?