Category: Design

The Devil is in the Details: User Experience Design’s Impact on Customer Retention

A Chief Marketing Officer can create a broad sweeping, exceptional branding program but can lose countless customers based on the smallest, tiniest interaction—even something as simple as an online password reset.

This concept became crystal clear on a personal level past Saturday when doing something as mundane as ordering more coffee. I have a Keurig and I order K-cups from them online. Unfortunately, this time I could not get into my account. I tried the password reset feature, but it wouldn’t work.

Needing to reset my password is not a reason for me to “leave” Keurig. How Keurig handled my password reset is why. When I could not get in, I submitted a customer service request to Keurig and Googled “K-cups” which immediately lead me to Amazon.com to order my coffee…

Case Study: Branding and Recruitment for EMi Technology Services

“Ideahaus helped us re-package our 30 year-old family company into a high-tech contender with customers and recruiters – exactly what sales and recruitment needed.” – EMi President

Situation: We were working with the President and CEO of a company who provides SAP consultants for short and long-term outsourcing requirements.

Critical Business Issue: The company had changed leadership and wanted to expand, but steady revenues would not sustain the growth. They would also have to increase recruitment, and current efforts were not meeting recruitment goals.

Reasons: The family-owned business had maintained the same image for 30 years and was perceived by clients and consultants as very “predictable.” The new president was looking to grow existing markets…

Case Study: Branding a Volunteer Program for Global Metals Manufacturer

Situation: We worked with the Foundation of a Global Metals Manufacturer specializing in the Aluminum. The Director lead a team of four in the formation of an employee volunteerism program that would contribute towards the communities in which they operate, as well as contribute towards an ongoing public relations program.

Critical Business Issue: Like any volunteer program, moving people to work without getting paid after there day jobs on an regular basis is difficult.

Reasons: The program was a new concept for the company, and a personal effort by the President. Other volunteer programs had been presented in the past with varying success. The lack of presence and history also made it difficult to attract new talent, limiting their offerings to the same people who always volunteer…