Category: Experience
Part 10/11: Define the New Experience
If you haven’t already, please check out the earlier pieces in this series. Experience defines how consumers engage with brand. It’s how your brand elements, employees, environments, products and...
Creating More Human Health Care Experiences
If you’ve read this year’s Humanizing Brand Experience report, you already know. It’s time for health care leaders to rethink and expand their definition of experience and take action to humanize their...
Building A Strong Brand Experience: Quest Diagnostics
When customers say they want a clean and efficient experience, it’s easy to miss delivering on other human needs like feeling cared for, supported and informed. No one can fault...
Leadership in the New Era of Experience
The consumerization of health care has fundamentally changed the game, and there is no going back. Now more than ever, consumers want and need authentic, human connections with their health...
The New Spaces of Health Care
Exploring Changes that Deliver More Human Brand Experience By: Ashton Furgeson and Sam Tucker It’s more apparent now than ever before—health care is everywhere, and it needs to be....
What Reassurance Means for Brands in the COVID-19 Era
Part of the Humanizing Brand Experience Insights Series By: Mike Maio – Associate Director of Strategy and Luke Bemis – Senior Director of Strategy No matter the brand, business,...
How public art in NYC represents the evolving role of health care
There are countless reasons why New Yorkers love New York. One of them is the indescribable energy that flows through the streets—the constant opportunity to discover something new, be it...
Enabling a Consistent Brand Experience
Expectations for your brand have never been higher—and they’re coming at you from every direction. Customers need this. Employees want that. Shareholders demand the other thing. Your job is to...
Human Brand: Guiding Principles
The brands we love most are no different from the humans we love most. Those that help us grow, heal, achieve, remember and feel. Those that are helpful and generous,...
Takeaways from Experience Design Week in Denver, February 2020
At this year’s conference, three conversations caught our attention: What is experience? As Experience Design (XD) continues to gain momentum, the design community is still working through what constitutes...
Brands, not governments, can be our COVID-19 cure
As we face the Coronavirus, I’m becoming more aware (and heartened, even) that brands are in a unique position to play a historical role in beating this virus. See, brands—from...
The Real Way Consumers Measure Experience Quality
Healthcare talks about quality a lot. In fact, it often feels like it is the only thing we can talk about. We define it and measure it in awards and...
Meet the Health Care Disruptors Coming for Your Consumers
A new series about the market disruptors that are coming for your markets and patients If you keep up with the latest health care industry news, you may have noticed...
Brains Behind the Brands: Meet Michelle Stipkovich
For our CX manager turned resourcing extraordinaire, the secret sauce is in positivity. Michelle Stipkovich is using her “why not?” attitude to create a culture of big smiles. She’s worked...
Brains Behind the Brands: Meet Brandi Farley
Meet Brandi Farley Up next in Brains Behind the Brands is Brandi Farley, known around here for her go-get-it attitude and her intricate Halloween costumes (last year she won first...
CVS HealthHUB: The Health Care Experience Consumers Are Asking For
While the business strategy makes sense, the experience and impact of the new CVS HealthHUB locations could represent its biggest contribution to the health care industry's continued transformation.
Health Care Needs a Disruptor–From Within
Many health care brands see the changing landscape as a threat and miss out on the extraordinary opportunities presented by industry disruption. Let’s take a look at a few of...
How Parsley Health is Disrupting Health Care Branding
Everything about Parsley Health, from its brand to its business model, challenges what we’ve come to expect from health care organizations. Blending traditional medicine with the latest wellness trends, Parsley...
The Birth of a Brand Experience
My wife and I were already lost in a whirlwind of emotions—fear, uncertainty, anxiety, excitement, love—and we were at the crux of one of the most emotional, and stressful, points...
“Do You Use the B Word?”: Justin Wartell On Brand
Recently our Managing Director, Justin Wartell, had the opportunity to talk brand with Nick Westergaard on the On Brand podcast. The far-ranging conversation touched on a variety of topics, from...
HCAHPS and Patient Experience: Are You Getting the Full Picture?
We’ve all had that moment where we’re tasked with triaging our brand’s reputation due to some negative customer feedback. It may come in the form of reviews, or survey data,...
Improving the Bank Experience, Branch by Branch
Even though many transactions can now be made virtually, the physical experience of the branch is still a critical element to banking. Given it’s such a vital component of many...
Brains Behind the Brands: Meet Jesse Dugan
In the latest edition of Brains Behind the Brands, we speak with visualization designer Jesse Dugan. Jesse takes an inventive approach to environmental design, with the goal of making it “more...
It’s the Little Things: Small Touchpoints Have Big Brand Impact
Last week I was flying Southwest, and I’ll sheepishly admit I teared up a bit reading through the customer-submitted stories about employees who went out of their way to make...
What Happens When a 46-year-old Branding Agency Rebrands Itself?
Monigle’s transformation reflects the era of the assimilated brand leader. The variety and assortment of responsibilities that appear in the title of brand leaders has expanded enormously in the last...
Getting the Job Done: Applying a Customer-Centric Approach to Branding
As brand has become defined by the experience it delivers, I’ve noticed a more prominent focus on understanding what makes our customers tick, and taking a consumer-centric approach to decision-making....
[Q&A] VCU Health’s CMO Talks About Activating the Brand: Day Two and Beyond
Managing a brand change is no easy task. But, when done right, it can be an opportunity to propel the entire organization forward. For VCU Health, that meant unifying its...
Bank ATMs Are Getting a Face Lift: A New Customer Experience in Retail Banking
When Chemical Bank installed its very first ATM in 1969, it dispensed a fixed amount of money when a user inserted a special card. It was the first step in performing...
What’s a 50-Cent Hot Dog Got to Do With Customer Experience?
What does a 50-cent hot dog got to do with customer experience? Turns out...it has quite a lot to do with the customer journey for one Sweedish big box retailer....
JetBlue Mints Premium Brand Experience
Expedited check-in. Preferred baggage claim. Lie-flat seats. Non-stop entertainment. Small plates inspired by a New York restaurant. Full-bottle wine service. A free amenities kit from Birchbox. Sounds like a first-class...
3 Trends Health Care Strategists Can’t Afford to Ignore in 2016
Through our extensive work with a variety of health care organizations across the country, we’ve consistently come across trends health care brand leaders can’t afford to ignore. Here are a...
Open Some Holiday Cheer with Us
This year at Monigle we decided to celebrate the holidays by saying “cheers” to our clients and friends. From ideation to design to production, our holiday gift this year was...
Can Branding Agencies Survive? Monigle Joins Branding Magazine’s Roundtable
Branding agencies are under attack The neat demarcation of a brand agency’s place in the world has always been a fantasy, and advertising agencies have always been quick to seize a...
REI Places Brand Value Ahead of Profit
REI Opt Outside Black Friday has come to be known as the one day a year when shoppers’ appetites for retail goods match their craving for Thanksgiving turkey. For many,...
Best-Laid Brands: Tackling an International Sign Conversion
It’s business as usual when a global brand like General Electric (GE) takes on a sign conversion program at one of its many facilities in China. It’s the world’s most...
How Nike Beat Adidas at the Women’s World Cup
Nike vs. Adidas The Women’s World Cup is still fresh on everyone’s mind; people continue to beam with USA pride as the US Women’s National Team brings home the FIFA...
Brand New Territory: From Southeast Asia to America
In late 2013, I made the decision to move from Singapore to Denver. The choice to relocate to Denver was somewhat strategic: I wanted to experience a different kind of...
The Emancipation of Health Care Consumers
The consumerization of health care is close to reaching a tipping point. Advancements in smart medical devices have provided patients with unprecedented access to their health data, and the Web...
How To Build a Customer Experience Map
The march towards consumer-driven choices in health care and the retailization of the industry shows little sign of abating. This means brands take on an increasingly important role; and brands...
The Timeless Clarity of Pictograms
In 1994 three speleologists unearthed the entrance of an unknown cave in southern France. Named after one of its three discoverers, “Grotte Chauvet” contains around 1,000 drawings and carvings. Created...
5 Tips to Diagnose Your Ailing Health Care Brand
Many health care marketing and communication professionals recognize the value of a strong and well-functioning brand. However, in some organizations the symptoms of a “sick” brand can go unnoticed for...
8,000 Miles Away: The Pro Bowl of Brands
It’s risky for a non-American to begin a blog with a US sports analogy. But, having crossed the pond from London nearly ten years ago, I finally feel ready to...