Experience & Branding Competency: The Three Word Rule
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The clear leaders in Customer Experience typically share one common trait - the "Three Word Rule" applies to them. First, they can easily articulate what they do better than any one else in less than three words. Second, they reflect this core competency in everything they do:
What's your core focus? Can your employees articulate it? Do your customers get it?
- Starbucks brings us coffee and community
- Amazon sets the standard for online retail
- REI delivers recreation and adventure
- Best Buy offers electronics and entertainment
- Great Harvest warms us with local baked goods
- Progressive innovates insurance
- Coca-Cola brings us liquid refreshment
- Disney entertains us with innovative story telling
What's your core focus? Can your employees articulate it? Do your customers get it?
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LEIGH DURST
I’m Leigh Durst, a 20 year veteran in business, operations, customer strategy, ecommerce, digital & social media and marketing. Simply put, I’m a strategist that helps companies (start-up to blue chip) achieve business shift, create more compelling online and offline experiences. I also write, speak and teach about experience design and next-generation business. I’m a futurist, visionary, strategist, doer and connector with a passion for people and helping others. When I’m not on the road, you’ll find me in the San Francisco bay area, working, beaching it and hanging out with my family and dog.
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