- APDDigital Experience Manager, 2014 - presentCustomer Experience strategy and research division of APD
- Next DigitalSearch Team Lead, 2012 - 2014I play with search engines at Australia's largest independently owned full-service digital agency.
Been doing digital stuff for over a decade.
I like to write about stuff I find interesting and have been featured in a number of publications including The New York Times, Wired, CNet, ProBlogger and a bunch more. The main place where I put words in interesting sequences is at DaylanDoes.com.
Disney is probably the greatest company ever at creating customer experiences. Spend a day in one of their parks and note the intricate detail they put into every element.
From the unseen underground tunnels that run throughout the entire park that ensure trash cans can be emptied without visitors noticing, to the manhole covers with the tiny Mickey Mouse logo on them. Their attention to detail and effort they apply to create a superb customer experience is second to none.
The thinking and effort put into making sure that the experience is wonderful for not only the 100,000 people that interact with a particular element, but also to ensure that should just 1 out of 100,000 people ‘bump the lamp’ during one of their experiences, that that person is not penalised and taken out of the world that they’ve create specifically for them.
#disney #cx #cxo #customerexperience
The recent events of the untimely death of John Nash – the mathematician portrayed in the Russell Crowe movie A Beautiful Mind - peaked my interest in understanding game theory a little more - including real life implementation examples.
The days of a one-size-fits-all solution are long gone. Digital today is about creating a customer experience that caters to an individuals needs.
This is a deck I recently presented at a conference to some of Australia's largest ecommerce retailers. It outlines the fundamentals of digital personalisation and how the big players in digital are focusing their efforts (and budgets) on creating a personalised customer experience for their audience.
Spammy G+ account with SEO company advert as profile image, connected to a WotIf.com domain.
Aggregate domain as top ranking for local search result.
Can't believe this one got through for such a hardcore term as Sydney Accommodation.
Man, this type of crap annoys me.
Facebook is the gatekeeper to the unique and structured data of over 1.4billion individuals. They hold the keys to the largest aggregated database of human data that the world has ever known.
With this data they run over 1000 experiments per day. From simple UX changes, to massive social engineering experiments.
This presentation discusses one of those experiments. One that was conducted late in 2012 on the day of the 2012 U.S. Presidential election.
This presentation discusses the tactics and the outcomes used to convince over 320,000 people to get off the couch and vote.
For anyone who's interested in large scale data experiments, or even just what Facebook do with the stuff you like and post, then this presentation is for you.
Now, a story about Mexican cuisine may seem like a bit of an odd story to share on a platform like this, but bear with me, because this is one of my favourite (and delicious) product marketing stories.
The Fajita. It’s essentially a DIY burrito/spicy wrap. Created in the heart of Mexico and passed down through generations. Mexican cuisine at its finest.
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