Skyways & Dayton’s

Is Eric Dayton the sober councilor proposing we stop using the drug we all know as the hamster trails of Minneapolis?

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The Sweet Smell of Retail Success

You don’t have to earn an MBA to know retail is suffering. In the age of Amazon Prime and big department stores closing (RIP downtown Minneapolis Macy's), it’s a new challenge to inspire shoppers to visit a brick and mortar store. But while many retailers are faced with empty stores and declining foot traffic, UK-based Lush cosmetics is still expanding their retail locations in the U.S.

How?

Simply put: you have to visit their store to get the Lush experience. 

The experience begins before you even walk in the door. Right before entering, the smell of vanilla, honey...

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Chasing the Dragon

First impressions are important. This is made painfully evident in high-pressure situations like a first date or job interview, and everyone does their best to design the best possible first impression. Do you fully consider this when managing a brand? The importance is profound, yet often has the easiest win in the arena of experience design.

“Chasing the dragon” is a drug reference. The idea is this: the first time you take any particular drug, the feeling is so dramatic it is seldom replicated on subsequent experiences. Part of the addiction is a desire to get back to that first moment or, using 1950s ad language, that first impression. This same idea applies to discovering...

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Mother’s Day: Uncensored

Why don't brands show us real moms?

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AARP, you’ve got a brand problem.

This post originally appeared on the Front End of Innovation blog.

Remember when you couldn’t wait to grow up? When you were 6 and someone asked your age the response was, “I’ll be 7!” The next birthday couldn’t come soon enough.

Then of course, there were exciting age-related milestones like Sweet16 and the legal voting age of 18. Even better, turning 19, or 21 depending on your state of residence, and having your first drink (legally). Now we’re talking! Hello, adulthood. The future is bright.

What’s next? Purchasing a first car…marriage…buying a house?...

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Meet My Friend, Patagonia.

Patagonia takes a bite out of Utah state politics.

Patagonia represents what we talk about at Capsule almost daily. They are human beings building a human brand that is doing things for humanity. We have been inside their walls to work on projects together and each time we come out inspired and wanting another visit inside. They are genuine and passionate but not blind, smart but never arrogant and the nicest people we’ve met traveling the world for them.

When they drop their shoulder into something, like the fight to save public lands in Utah, we know someone is going to feel it. This time it’s the apathetic politicians who manage...

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Thought Experiment: A World Without Innovation

Please note: this post originally appeared on the Front End of Innovation blog.

How would you describe a world without innovation?

We are heading into our annual trip to Boston for the Front End of Innovation conference. And, in honor of our book, The Physics of Brand we’ve identified an appropriate thought experiment.

What would the world be like without innovation? For those of us living, working and thriving in the “innovation” universe, it seems like heresy to even write this thought experiment. We are taught in business school, “innovation is the only sustainable competitive advantage.” We grow...

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You’re stressed out? Buy this phone case.

Two weeks ago, I finally set out to accomplish a task that has been on my to-do list for the last year: trade in my phone.

It was a beautiful Saturday filled with unexpectedly warm weather and a sense of accomplishment. I was knocking off all of my errands one-by-one and feeling like a champion. I walked into the Verizon store, told the salesman that I needed to trade in my phone, and began the longest two hours of my life.

The salesman who was helping me was clearly new, but he seemed very kind and genuine so I didn’t mind the process taking a little longer. His associate, however, seemed well-trained but...

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The Delta of Recovery

The pilots, engineers and perhaps pricing team at Delta and United know what Delta in physics means; measuring the change in something. We all know the importance of recovery when things go bad in customer service, experience management or service design. Recovery is queen.

Three members of the Capsule team (Kitty Hart, Maddi Wagner and myself) along with my co-author (Renee Marino) and a trademark attorney friend (Tiffany Blofield) were stranded in Miami when bad weather caused significant operational system...

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Unlocking Creativity: FUSE Day 1

"Everything is people-centered."

The first day of Fuse is nearly wrapped up, and it's clear that everyone's focus is on one thing: creating memorable experiences for people. Not consumers - people.

Taking that to heart, below you will find easy and digestible summaries from a few of the presentations so far. Think theSkimm but with more uses of the word "innovation".

Christian Martinez: Communication In A Mobile-First World

Overarching point: Our desire to connect is what makes us human, and though the methods we use to communicate change dramatically, the desire for trust and community will always remain constant.

Key takeaways + stats: -One minute of video is...

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