Tony Mohr

What makes companies like Amazon, USAA, Cirque du Soleil, and Disney unique? They all have a clear and vivid understanding of their customers and use it to create differentiating customer experiences. The free report "Your Segmentation Model (The #1 hidden obstacle to creating exceptional customer experiences)" provides insight we uncovered in our study of 200 Sales, Marketing, and Product executives at B2C and B2B enterprises. We reveal the current (poor) state of segmentation. And we… Show more

What makes companies like Amazon, USAA, Cirque du Soleil, and Disney unique? They all have a clear and vivid understanding of their customers and use it to create differentiating customer experiences. The free report "Your Segmentation Model (The #1 hidden obstacle to creating exceptional customer experiences)" provides insight we uncovered in our study of 200 Sales, Marketing, and Product executives at B2C and B2B enterprises. We reveal the current (poor) state of segmentation. And we highlight a business environment rich with opportunity for those who build better models. Show less

B2B marketers have a vast amount of data about their customers, but many still struggle with their segmentation models. This infographic highlights key findings from a recent study we conducted, which focuses on seven barriers that many B2B marketers are facing when segmenting their audience to boost the customer experience.

Be the Hero!

Products fail, market leaders falter, sales slump and industries stumble when the corporate model of “the Customer” slips out of touch with reality. Does this just happen to poorly managed organizations, or could it happen anywhere?

Zombies, Phantoms and Shadows – Three Threats to Your Experience Innovation Initiatives shows you three ways that models of the customer go wrong, where these threats come from and—most importantly—tips to help you combat them in your… Show more

Be the Hero!

Products fail, market leaders falter, sales slump and industries stumble when the corporate model of “the Customer” slips out of touch with reality. Does this just happen to poorly managed organizations, or could it happen anywhere?

Zombies, Phantoms and Shadows – Three Threats to Your Experience Innovation Initiatives shows you three ways that models of the customer go wrong, where these threats come from and—most importantly—tips to help you combat them in your organization. Show less

Great digital experiences build enduring brands. And, a digital experience design strategy is foundational to designing exceptional customer experiences online.

Why is it then that so many organizations lack a strategy for how they want the customer to think and feel once they've engaged with the brand in places likes Facebook, Twitter, microsites and apps?

Don't settle for just building usable, functional digital experiences with good content. Get the Guide and build an engaging… Show more

Great digital experiences build enduring brands. And, a digital experience design strategy is foundational to designing exceptional customer experiences online.

Why is it then that so many organizations lack a strategy for how they want the customer to think and feel once they've engaged with the brand in places likes Facebook, Twitter, microsites and apps?

Don't settle for just building usable, functional digital experiences with good content. Get the Guide and build an engaging experience that gives you a competitive advantage. Show less

Rethink segmentation.

Cognitive science has a lot to tell us about why conventional customer segmentation so often fails. Humans have an inherent bias that leads us to embrace broadly rendered “idealized cognitive models” of our customers. Compound this bias with misdirected customer-segmentation best practices and you have a formula that's destined to overlook key “shadow segments.”

In this article, Glen Drummond, Chief Innovation Officer at Quarry, offers a radically different… Show more

Rethink segmentation.

Cognitive science has a lot to tell us about why conventional customer segmentation so often fails. Humans have an inherent bias that leads us to embrace broadly rendered “idealized cognitive models” of our customers. Compound this bias with misdirected customer-segmentation best practices and you have a formula that's destined to overlook key “shadow segments.”

In this article, Glen Drummond, Chief Innovation Officer at Quarry, offers a radically different approach to strategic segmentation—one based on an understanding of customers’ “tensions in motivations”—that uncovers these shadow segments and can inspire product-design and customer-experience innovations. Show less