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Episode 77 : Using Customization To Create Lifelong Loyalty

Join us as we discuss: The easiest return ever, a personalized image strategy, and how to dig deep into your personal space and share it with the world.

Cooks, Photographers, and Ditchers – Oh My!

[This Just Happened] How to Turn a Negative Experience into a Lifelong Customer

Many people look forward to Amazon Prime Day, scouting for goods that have been placed on a wishlist and then getting ready to finally purchase the coveted item. After eagerly anticipating Prime Day, Dan purchased some new pots and pans, waited for them to arrive, and finally received them – only to discover that one of the pots had a shattered lid.

First, he tried to call the manufacturer to return the set. Sadly, Dan couldn’t find the name of the company anywhere! Next, he called Amazon. When even Amazon couldn’t find the manufacturer of the set, without hesitation they accepted responsibility for the shattered lid and refunded the purchase price. No questions asked, no receipt necessary.!

It was incredible because she literally turned me, in a few moments, from being kind of irritated at this purchase, to once again believing that they [Amazon] are the greatest company on this planet.

Dan Gingiss, co-host of Experience This! Show podcast

When you give your customer the benefit of the doubt (like Amazon did with Dan) you not only honor their investment in doing business with your company, but you quickly neutralize a potentially negative experience. Sometimes, treating a customer this way can actually convert them from disgruntled purchaser to lifelong advocate.

Instead of focusing on the lost dollars that stem from one negative experience, consider the lifetime value of the customer and how taking the time to treat them right early on has the potential to build a long term customer relationship. When you treat your customers as friends, the benefits of that relationship will continue to pay dividends for years to come.

[Dissecting the Experience] Customizing and Personalizing Imagery To Create Connection

While scrolling through his Twitter feed, Dan, came across a fascinating thread/story shared by Rex Sorgatz. Rex logged into his Chase Bank account one day and was greeted by a picture of his neighborhood on the screen. Upon further investigation, Rex discovered that Chase actually commissioned photographers to take images in the 39 states where they have customers. The photographers captured images for each specific zip codes – including both day and night versions. To see this in action, visit the Chase website here. By changing the zip code and “day” or “night” tag, you can view a variety of custom images.

Interestingly enough, the images Chase uses aren’t the famous, iconic images one could expect to see on a large bank’s website. Instead, Chase opted to include images from local neighborhoods, small parks, and even a train. The images were curated to create a sense of belonging, connection, and personalization that a client would find surprising and engaging for their online bank account.

During his research, Rex discovered a few guidelines the bank used when sourcing and creating the images:

By creating these personalized and customized images, Chase managed to make their clients feel more connected – building trust and familiarity in what could have been an otherwise very cold and impersonal experience.

[Start the Conversation] Avtex: Gauging CX Effectiveness: KPIs that Matter

When attempting to gauge the effectiveness of a CX program, some leaders tend to focus on specific metrics, including sales numbers or customer acquisitions. Others rely on logistics-based metrics such as issue resolution times or call volume. Customer-focused metrics however, such as the Customer Effort Score (CES), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT) actually serve as better indicators of the effectiveness of a CX program.

Here are three things to consider when gauging CX effectiveness:

  1. Not all metrics are created equal; you have to use the ones that work for your business.
  2. Ensure both quantitative and qualitative analysis of the customer experience.
  3. CX should lead to better business results, so make sure you can draw a clear connection.

Start the conversation with this question: Are we focused on the right metrics when determining the success of our CX programs?

To continue the conversation, go to: experienceconversations.com.

[Book Report] Using a Personal Brand to Create Consistency and Connection

Everyday, we are inundated with branding messages and in the process, given the opportunity to intentionally select our representative brands. Even with the most basic of decisions – from the name we use to the way we present ourselves on social media – personal branding forms an identity and familiarity for customers and colleagues alike. In the book Ditch the Act: Reveal the Surprising Power of the Real You for Greater Success, by Leonard Kim and Ryan Foland, the authors explain that it’s crucial for everyone to create a vulnerable, honest, personal brand.

A personal brand helps you form deeper connections with people online and offline. And it’s able to move you ahead in your career, whether that’s an internal promotion at your company, whether it’s paving the way up to C-suite, getting sought out by a competing company for better pay, landing the job of your dreams, or just making sure that your career becomes recession-proof.

Ryan Foland, personal branding experience and co-author of Ditch the Act

If you are looking for a book that will help you grasp the value and advantages of developing your personal brand with intentionality, pick up a copy of Ditch the Act.

Links We Referenced

Host Contact Information

Tweet Dan Gingiss: @DGingiss

Email Joey: JoeyC@JoeyColeman.com

Subscribe to Experience This on Apple Podcasts

Episode Transcript

Download a transcript of the entire Episode 77 here or read it below:

Dan Gingiss: Welcome to Experience This.

Joey Coleman: Where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more.

Dan Gingiss: Always upbeat and definitely entertaining, customer retention expert, Joey Coleman.

Joey Coleman: And social media expert, Dan Gingiss, serve as your hosts for a weekly dose of positive customer experience.

Dan Gingiss: So hold on to your headphones. It’s time to Experience This.

Joey Coleman: Get ready for another episode of the Experience This Show.

Dan Gingiss: Join us as we discuss the easiest return ever, a personalized image strategy, and how to dig deep into your personal space and share it with the world.

Cooks, photographers, and ditchers, oh my!

[This Just Happened] Pots and Pans

Joey Coleman: We love telling stories and sharing key insights you can implement, or avoid, based on our experiences. Can you believe that this just happened?

Dan Gingiss: So this year on Amazon Prime Day I decided to finally order a new set of pots and pans.

Joey Coleman: Ooh la la! Pots and pans. Treat yourself to something special on Amazon Prime Day.

Dan Gingiss: Well I do like to cook.

Joey Coleman: That’s how Dan rolls, people; he rolls hard. And when this guy’s ready to splurge, we’re looking at pots and pans.

Dan Gingiss: Pots and pans, baby. I do like to cook, and my pots and pans we’re really getting old and ragged. So I picked out a set of pots and pans that I really liked that were on a great sale for Amazon Prime Day, ordered them up, waited my day and a half – or whatever it was – until they arrived-

Joey Coleman: Such a long time.

Dan Gingiss: I know, terrible. And I was so excited to open the box. And it’s like a 10 piece set, so it had two different size frying pans, it had a pot, and then it had, kind of like a double boiler kind of a thing. And there were, I believe, four different glass lids on top of these. Well I’m opening the box and I’m pulling out the pieces, and I see that one of the glass lids is completely shattered – I mean, 1,001 pieces. And so I’m disappointed because that doesn’t happen very often. And my first instinct was actually to call the manufacturer. So I’m looking on the box of this thing, and the box … It’s like the copper pot company, but it’s not even … It’s not even a trademark. I don’t know what brand it is, but meanwhile there’s absolutely no communication method at all. I Google it. I can’t-

Joey Coleman: And why do we think that is? Could it be because they don’t want you to contact them?

Dan Gingiss: It possibly is.

Joey Coleman: Hmm, I wonder.

Dan Gingiss: It possibly is. So I literally cannot find this company, so I called Amazon. Now what do you think, Joey, might have happened then?

Joey Coleman: Well this is a little bit of an unfair question because I have had my own experiences of contacting Amazon about problems, but what I imagine you might have thought would happen is what would happen with a typical company. You would call them and they would say, “Well wait a second, we’re just the store. We’re not the manufacturer. You need to contact the manufacturer. But you know, it also could have broken in delivery. You should probably talk to UPS as well.” It would have been a combination of the blame game of trying to point fingers at everyone else. Or, “Let’s make it so impossible for you to do this that you’re going to just give up.” And what I mean by that is, “Great. So we’re happy to take your return back. We’re just going to need a signed certified letter saying that you received it. We’re going to need three copies of your receipt. We’re going to need to know the name of the driver and what he was wearing, or she was wearing, when they dropped it off. And we’re going to need to know your Social Security number, what town you were born in, and the hospital where you had your first checkup.”

That’s my guess, is what most businesses require.

Dan Gingiss: Well believe it or not, that’s not what happened when I phoned Amazon. In fact, what happened was the woman did not know how to get in touch with the manufacturer either.

Joey Coleman: Oh my goodness. You know it’s bad when Amazon, the king of the retail world online, can’t get in touch with the manufacturer.

Dan Gingiss: Exactly. So what did she do? She said, “You know what? I am going to refund your purchase in its entirety. And why don’t you just keep the pots and pans?” And I thought to myself (a) that’s amazing (b) she just made my problem go away because, all of a sudden, I didn’t really care that I was missing a lid because I got free pots and pans!

Joey Coleman: Free pots and pans!

Dan Gingiss: And so it was incredible because she literally turned me, in a few moments, from being kind of irritated at this purchase, to once again believing that Amazon is the greatest company on this planet.

Joey Coleman: Yeah. What never ceases to amaze me … And Amazon is beautiful at this. You know? We are big fans in our household as well. We do a lot of business with Amazon. They are probably dollar-over-dollar the single biggest business that we buy from. What Amazon realized very early on in the process was that long-term customer relationships matter, and they would much rather sacrifice a small amount of profit today to gain your loyalty long term. They are brilliant at neutralizing negative experiences. They are brilliant at eliminating any type of hesitation or negative feeling you might have about them. I mean, at the end of the day the negative feeling was probably more directed at the manufacturer and/or the shipper. Because our presumption is it either got broken in route or it was broken when it was packaged. It wasn’t broken by Amazon. But what do they do? It’s not their fault but they make it their problem, and then they solve the problem.

Dan Gingiss: Absolutely. And I couldn’t be mad at the company because I couldn’t find the company.

Joey Coleman: You couldn’t find the company. Exactly.

Dan Gingiss: But, yeah. I mean, that is the way you handle a customer problem. And Joey’s right that, sure, they had to eat some money … Although my guess is they have a process to bill it back to the manufacturer. But either way they had to eat something, but it kept me a very happy customer that is going to come back and back.

And this reminds me of another story. When we had our first child somebody sent us flowers in the hospital from a really great company called ProFlowers, which is my personal favorite place to order flowers as well. And ProFlowers ships of flowers in a long box, and they always include a free vase so you get a glass vase with every shipment. And I opened the box of flowers and, maybe this is just a habit-

Joey Coleman: Let me guess: the vase was broken.

Dan Gingiss: The vase was shattered. Absolutely.

Joey Coleman: You know? This couldn’t be recipient error, at any point in this story, could it? This is one of those where Dan’s opening the box and he’s going, “There it is. Whoop … butterfingers.” It falls off his hand, “Oh, man! It arrived broken. How did that happen?”

Dan Gingiss: No, this is not user error, but thanks for suggesting that.

And I pulled out the flowers. And honestly I didn’t care about the vase because we’d used ProFlowers enough times that I had, like, 10 of them at home. But I decided to call them because as a customer experience guy, I thought they should know that the flowers arrived with a broken vase.

Joey Coleman: Healing the world of customer experience, one call at a time. Thank goodness.

Dan Gingiss: Exactly. I can tell you, I would have wanted to know that as business owner.

Joey Coleman: Yes, of course.

Dan Gingiss: And so I called up and it was actually a hilarious conversation. The woman is like, “Mr. Gingiss, step away from the flowers.”

And I’m like, “No, it’s okay. It’s okay. I’ve safely removed them.”

She’s like, “No, I don’t want you to get cut. I want you to throw the whole thing out and we’re going to send you new flowers.”

And I said, “Seriously, it’s all right. I pulled out the flowers and I just wanted you to know. I’m not asking you for anything.”

Well PS, the conversation goes back and forth. And essentially what I got her to do was send me replacement flowers two weeks later when the first ones were dead. And she more than happily obliged, which I thought was terrific.

But again in that story too, what I loved about it was, number one, she’s focused on the issue at hand which is it’s a potentially dangerous situation if you’re sitting among glass shards, and she doesn’t want the company to be responsible for that so she’s concerned for my safety; and then secondly, it’s not even a question, it’s, “Either we’re going to refund your money or we’re going to resend you the product again,” and it doesn’t … They don’t ask you 900 questions to make sure you’re not lying about it or whatever it is. It’s just their nature. Their initial instinct is to fix the problem. And I think that is really the hallmark of a great customer service interaction.

Joey Coleman: Isn’t it amazing when somebody that we’ve decided to do business with, we’ve decided to give our hard earned cash over to, decides to give us the benefit of the doubt, decides to see us as upstanding citizens? Which is a lot easier to do when you’re looking at Dan Gingiss than when you’re looking at Joey Coleman. But nonetheless, it is impressive. Let me ask two clarifying questions, Dan. So how far out are we from Prime Day now? How many months has it been, give or take?

Dan Gingiss: As we’re recording right now it’s about, I think, two months.

Joey Coleman: It’s about two months. And how long since you received those ProFlowers flowers?

Dan Gingiss: That is, like, 13 years ago.

Joey Coleman: 13 years ago, yeah. So here’s the point I wanted to make with that. If you create a remarkable experience that catches your customer off guard, that leaves your customer going, “That was easy. That was painless,” they will keep telling the story. When you go above and beyond when a customer has a problem, they will love you even more – despite the fact that something had gone wrong, despite the fact that there was a negative experience. So folks, here’s the key takeaway. Stop worrying about today’s dollars. Start worrying about the lifetime value dollars. Stop worrying about, “What are we going to do with this negative experience?” And start thinking about, “How am I going to build a long term customer relationship?” The secret here is to just treat your customers as if they were your friends. Give them the benefit of the doubt. Help them out. Do for them what you wish would be done for you, and everything else will take care of itself.

Dan Gingiss: And remember: Without customers, we don’t have a business.

Sometimes a remarkable experience deserves deeper investigation.

[Dissecting the Experience] Personalized Imagery

Joey Coleman: We dive into the nitty gritty of customer interactions and dissect how and why they happen. Join us while we’re dissecting the experience.

Dan Gingiss: So I found this story on Twitter. You see, Joey, Twitter does have its advantages.

Joey Coleman: You know? You say that time and time and time again. I’m not doing the tweeting. I’m not getting on the Twitters. That’s not going to happen.

Dan Gingiss: Well believe it or not, I’ve given up trying to get you to.

Joey Coleman: Folks, that’s not true. That’s not true. You need to know this. So there’s the behind-the-scenes.

About once a month Dan will message me – maybe it’s more like once every two or three months – and he’ll say something like, “Hey, by the way. See you haven’t posted in awhile. If you wanted to go on today and post …”

And I’m just like, “Maybe or maybe not.”

Dan Gingiss: So if you want to talk to us about the show on Twitter …

Joey Coleman: Only talk to Dan. You can tag me. And every once in awhile, like once a year, I’ll come in and like a comment. But just, Dan is the social media go-to on the Experience This Show.

Dan Gingiss: That’s @DGingiss, D-G-I-N-G-I-S-S.

Anyway, Twitter user, Rex Sorgatz … That’s a great name.

Joey Coleman: It is a great name. So he posted a series of 18 consecutive tweets where, well, he kind of dissected the experience like we do here on this show. And the experience he was looking at was logging into his bank’s website. Now he spent way too much time on this, but it was really interesting to see the results. So let me set this up for you. So his first tweet is about how he logged into his Chase bank account, and he noticed that the background photo was of his neighborhood. And he’s like, “Whoa, that’s kind of interesting.” So it caused him to wonder, “Does everybody see this photo?” And he then says, “This thread is an investigation into that question. Let’s call it Bank Stock Photo Regionalization.”

Now the long and short of it is he first found that in the URL of the landing page there was a zip code, his zip code. And so he changed the zip code to … I believe he went for (singing) 90210, and he saw that the picture changed to one in California. He looked at LA, San Francisco, San Diego, and he noticed that all of the images were of neighborhoods, not of well known locations. So when you went to San Francisco, you weren’t seeing the Golden Gate Bridge, you were seeing a neighborhood. And when you went to Chicago, my hometown, you see a street corner underneath an L train. You know? You don’t see the Sears or Willis Tower or Navy Pier or anything like that.

He then noticed that in the URL there was also the word “day,” and so he went in and changed the word “day” to “night” and saw a whole new set of images. And so he realized that Chase was also taking into account when you came to this landing page, and showing you a different neighborhood photo either in the daytime or at night.

So four or five tweets in, he says, “Oh, here’s a glitch.” He found out that Alaska, Hawaii, and New England all have the same photo during the day, but a different photo at night, which is kind of funny.

Those places totally look the same during the day. Totally.

Dan Gingiss: Totally. Exactly.

Now, some states … Also entire states had the same photos – Minnesota, Wisconsin, Indiana, Nebraska, Iowa, Kansas, Oklahoma. Basically the entire Midwest.

Joey Coleman: I take this as a personal affront. As a native Iowan, when I typed in my parents’ zip code – which is in Northwestern Iowa – I saw a picture of a windmill. Which I know exists but it exists in Southeastern Iowa, not Northwestern Iowa. So I recognized it. It’s a popular scene. It’s just not associated with the zip code.

Dan Gingiss: Exactly. So we’re going to include a link in the show notes so that you can go play around with this yourself. Or if you’re so inclined, you can go to bitly.com/ capital E, capital T, capital C-H-A-S-E. So that’s ETChase, ET being Experience This. But we’ll include that in the show notes and you can go play around.

And the last thing that he figured out was that these were not stock photos and that Chase had actually commissioned the photographers. And I have no idea how he did this, but he got ahold of the creative brief that Chase actually used. And it’s really interesting. It talks about particular brand attributes. So their personality’s about being trustworthy, and welcoming, and progressive, and contemporary. And the visuals are supposed to be authentic, and optimistic, and engaging. And they talk about the photography style.

And then there’s a list of places to avoid, which I thought was also really interesting. They didn’t want pictures of memorials, or universities, or religious buildings, or sports stadiums. And again I think the whole idea is that you’re not supposed to know the exact place where this is being taken, that it’s intentionally not the most popular places.

And then finally somebody else after seeing this long Twitter … not a rant, but a set of-

Joey Coleman: Exposé?

Dan Gingiss: Exposé … actually then created a map listing the seven regional default photos, and then the 39 different day and night pictures – there’s 39 days and 39 nights – and put them on a map so that you know, just by looking at the map, what picture you’re going to see.

Joey Coleman: That’s a lot of free time.

Dan Gingiss: It is a lot of free time.

Joey Coleman: That feels like a lot of free time.

Well here’s the thing. I will say, first of all, I actually … Ladies and gentlemen, brace yourselves: I see the benefit of something Dan found on Twitter.

Dan Gingiss: Whoo-hoo!

Joey Coleman: Because this is an interesting story, right? This is a great example of a company thinking about customization to match their personalization. Here’s what I mean by that. I think of customization and personalization as being two different things. Personalization is using the person’s name, using the individual identifiers about them. Customization is using identifiers and themes and interactions that are about a smaller segment of your group, or they identify where your customer is in the journey. So what’s interesting is when I type in the old zip code for where I used to live in Washington, D.C., as Dan alluded to, I was expecting – before knowing these were the rules – that I would see a picture of the Washington Monument, or the Lincoln Memorial, or the White House, or the Capitol, or some of the iconic imagery of Washington, D.C.

But I didn’t live on the mall next to the monuments. I lived in the neighborhood in Northwestern D.C. And what I actually got a picture of was the local park. And I know it’s the local park because I’d been to that park many times. Now it’s not a park that anyone in the world would know if you didn’t live in that neighborhood. And so I think what this does is by putting the image behind the login screen is it gives a very subconscious connection and familiarity. And at the end of the day, all humans are looking to feel connection. They’re looking to feel familiarity. And if a large bank like Chase can do this, at scale, that changes the game for how people think about their banking relationships.

Dan Gingiss: Yeah, I totally agree. And I think especially in this industry, if you think about it, all of the major banks are based in New York. And so they all have sort of the New York skyline as their background. You also probably have recognized over time that almost every bank uses blue as its main color. It’s sort of a financial color, right? So it becomes harder to stand out. And I think that, from a marketing perspective, this is great for Chase because it does make them unique. And when you get to that website and you see this beautiful image as a background, that’s not what you necessarily expect from a financial institution. It kind of reminds you that you are banking with somebody different. I think that was one of the things that I really liked. And, obviously, this guy who does have a lot of time on his hands, was clearly fascinated by it. But I love that he was able to dig all this up so that we can understand what went into it.

Joey Coleman: I think it’d be interesting, too, to look at the footprint of Chase Bank geographically. I wonder if they don’t have as big of a presence in the Midwest, and that’s why there’s more … You know? It might be that when they were putting together the creative brief … Because I want to give them the benefit of the doubt; this is a really interesting and fun idea. It might have been that they don’t have branches, or they don’t have a lot of customers, in Alaska and Hawaii, for example. So it was easier for them to do that.

What I’d be curious about, do you know, Dan, is it basing the zip code off of where you’re logging in from or the zip code on your account? So for example if I’m traveling would it show me, if I was logging into my Chase account from a hotel in Florida, pictures of Florida? Or would it show the pictures from my home account in Colorado? That’d be interesting to figure out too.

Dan Gingiss: Yeah. I’m not sure. I would guess that it’s probably based on the location of your computer, and then there’s a cookie, and you would get that same one over and over again. But I’m not entirely sure how it works.

Joey Coleman: That would be kind of an interesting way. So the reason I asked this question, folks, is at the end of the day, every experience you create, you can enhance it. You can plus it. You can take it to the next level. So maybe the first pass, we’d do these personalized images based on your region. Maybe the next pass is to tie it to where you are; because in an increasingly mobile society, people are logging in from all over. And it’d be kind of interesting if it was identifying that I was in a completely different state when I was accessing my bank account.

Dan Gingiss: Yeah. And I mean obviously this could get scary, right? Because Google Earth has basically photos of every house, and whatever, and in theory you could-

Joey Coleman: Please don’t show me my house when I log into the bank account; I would really rather you not. So, thanks, don’t share those photos with them, Google.

Dan Gingiss: Exactly. The takeaway here is that personalization and customization can help customers feel closer to the brand. It makes them feel that you’re listening to them, and that you know them, and it builds trust. And really, as one of our mutual friends likes to say, “We are all in the trust business.” And I believe that this is a kind of thing that really any organization can pull off either digitally, or even in your written communications.

[Start the Conversation] Avtex: Gauging CX Effectiveness: KPIs that Matter

Joey Coleman: Sometimes all it takes is a single question to get your company thinking about an improved customer experience. Here’s an idea for how you can start the conversation.

Dan Gingiss: This week’s Start The Conversation topic is Gauging Customer Experience Effectiveness: KPIs that matter. And of course KPIs are key performance indicators.

When attempting to gauge the effectiveness of an experienced program, many leaders focus on specific metrics including sales numbers or customer acquisitions. Others rely on logistics-based metrics such as issue resolution times, or call volume, things in the call center. Now these are important metrics but other numbers are just as critical including things like customer effort score or CES, net promoter score or NPS, and customer satisfaction or C-SAT. These customer-focused metrics will likely reveal more about the effectiveness of a CX program than the financial or operational ones.

Joey Coleman: Here are four things to consider when gauging customer experience effectiveness:

Number one – not all metrics are created equal. You have to use the ones that work for your business.

Number two – ensure both quantitative and qualitative analysis of the customer experience.

Number three – customer experience should lead to better business results. So make sure you can draw a clear connection.

And number four – if you’re going to use all of these KPIs, be careful that you don’t walk yourself into an acronym nightmare where your staff doesn’t understand what you’re actually talking about when you say CES, NPS, C-SAT or KPI.

Dan Gingiss: Exactly. And to put it in another way I remember, when I was in corporate America, that I got report overload all the time. You open up your email and there’s all these reports. And everybody wants to make a report because they feel like by having a report it somehow justifies what they’re doing to management. But the thing is is that it doesn’t end with just the report of the numbers. It’s about analyzing and understanding what the numbers mean, and taking action off of them. And so I always found that it was more important to look for action-oriented data, rather than just a report that is able to say, “Hey, this is great.”

Joey Coleman: And now for this week’s question about gauging customer experience effectiveness: Are we focused on the right metrics when determining the success of our CX programs?

We encourage you to start the conversation within your own organization and then continue it with AVTECH at experienceconversations.com. Remember, go to experienceconversations.com.

[Book Report] Ditch the Act

We spend hours and hours-nose deep in books. We believe that everything you read influences the experiences you create. So we’re happy to answer our favorite question. What are you reading?

Dan Gingiss: So I found a book that I thought would really lead to an interesting conversation in our What Are You Reading segment. Now I met Ryan Foland first at Social Media Marketing World earlier this year and then again at Inbound where we were both speakers. He’s a great guy. He is of the red haired variety, and so he loves to refer to himself as a ginger.

Joey Coleman: I love that the bald the guy is commenting on the ginger.

Dan Gingiss: Well, hey, he calls himself a ginger, right?

But he’s a terrific guy. He’s smart. He’s really funny. And, Joey, of course you will love this: he is a ridiculously prolific tweeter. You think I tweet a lot.

Joey Coleman: Oh, that’s why I haven’t come across Ryan yet. Oh sorry, Ryan. I’ll look forward to meeting in person since I’ll never see you on the tweeters.

Dan Gingiss: Yeah, you think I tweet a lot.

Anyway, Ryan is also a coach who helps leaders worldwide on the art of simplifying spoken and written messaging for greater impact. He’s the inventor of what he calls the 3-1-3 Method, which is a process whereby pitches begin as three sentences, condense into one sentences, and then boil down to three words. And he has a brand new book out with co author Leonard Kim. It’s about building a personal brand and it’s called Ditch the Act: Reveal the Surprising Power of the Real You For Greater Success. so I asked Ryan to tell us a little bit about it.

Ryan Foland: Ditch the Act is a book that I wrote with Leonard Kim. It’s a deep-dive into why and how you should build an authentic personal brand. Now you may be asking yourself, “Why should I build a personal brand?” Let me actually ask you a better question: “Why shouldn’t you build a personal brand?” If you do not want to make deep connections with your employees and your colleagues in the office, then you don’t need to have a personal brand. If you have to reenter the job market in the future, and if you want to spend months – if not years – to land a new job, then don’t worry about having a personal brand either. A personal brand helps you form deeper connections with people online and offline. And it’s able to move you ahead in your career, whether that’s an internal promotion at your company, whether it’s paving the way up to C-suite, getting sought out by a competing company for better pay, landing the job of your dreams, or just making sure that your career becomes recession-proof.

Building a personal brand isn’t limited to one specific type of person. We show you it can work for anyone. Ditch the Act demonstrates how exposing your failures and your weaknesses is an essential element to creating an authentic personal brand. We’ll show you how ditching the act and getting vulnerable is the best way to differentiate and grow your brand, all while cultivating brand loyalty. Ditch the Act will teach you how to bring your intentional personal brand to life.

Here is the deal.

Let me give it to your real.

The key to connection is to learn to reveal.

You see, you are not perfect and neither am I.

And that is the exact reason we can see eye to eye.

Everybody’s different, but we are all the same.

To be perfectly imperfect is how you win the game.

If you only showcase good and do not share the bad.

You will miss connections that you never knew you had.

And that, my friends, is a rap.

Dan Gingiss: Yes, folks, he raps too. He’s even been known to do it on stage during his keynote.

Joey Coleman: I want to see you rap in your next keynote, Dan. Challenge! Gauntlet thrown down, ladies and gentlemen. We will post the video later on experiencethisshow.com.

Dan Gingiss: Hey, I do sing in my keynote every once in a while but rap is probably not happening.

Anyway, the reason I chose this book to talk about on the show is that … Joey, you and I, though we get along famously, have really different strategies for building our own personal brands. And so I was hoping that we might do as Ryan and Leonard say, and Ditch the Act for a few minutes, and talk openly about how we go about our personal branding.

Joey Coleman: Muy Interesante. All right, I’m in. Who’s starting? You or me?

Dan Gingiss: You, sir.

Joey Coleman: Okay. So personal branding is something that I’ve thought a decent amount about for two main reasons. Number one, my career path has been incredibly eclectic. For those of you that know me, or who are loyal listeners, I worked in the intelligence community. I worked in the white house, I was a teacher. I was a criminal defense lawyer. I sold promotional products. I ran an ad agency. Now I’m a full time speaker. And so one of the challenges when you can’t hold a job – I mean, when you change careers as frequently as I do – is that your personal brand is the thread that needs to continue through. And so I’ve made some very conscious decisions about markers throughout my career that I’ve wanted to keep going so that, even if I was doing a different job in a different place or working in a different industry, there were some common threads.

One, that some people may not realize was a very conscious decision on my part, was the fact that I go by the name Joey. Now my legal name is Charles Joseph Coleman III – nice and pretentious sounding. But for the exception of one year – it was an ill fated year, years ago – I’ve always gone by Joey. During that year I went by Joe; it didn’t stick. I went back to Joey. The crazy thing about going by Joey is when you hear the name Joey, you immediately think of one of a small category of people: either a small child under the age of 10, Joey Buttafuoco, Joey Lawrence, or Joey Tribbiani from Friends. I am okay being in the top four Joeys in your mind, and my hope is to elevate to be the number one Joey in your mind. So I think there are some things we can do around personal branding just even by the way we refer to ourselves.

Dan Gingiss: Well you are the number one Joey in my life, Joey.

Joey Coleman: Aw, thanks.

Dan Gingiss: And it’s interesting that you say that because when I was a child I went by Danny. And when I got to college I introduced myself as Danny, and every person I introduced myself then turned around and called me Dan. And so it just kind of happened organically where I became Dan from Danny. And I feel great about that because now that’s the one that I turn around to the most – with my mom being the core exception; she will never stop calling me Danny.

Joey Coleman: Oh I love it. I got to spend more time hanging out with a Mr. and Mrs. Gingiss.

Dan Gingiss: Exactly.

You know? My background has also shaped my personal brand. I came from corporate America and was there for almost 20 years, and spent a decent amount of time at three major brands and had to build a personal brand that worked with those brands as well. Because before I became a full time professional speaker and consultant, I was often speaking on behalf of those brands. So it was Dan Gingiss from Discover, Dan Gingiss from McDonald’s, Dan Gingiss from Humana, and so I had to represent the business brand or the corporate brand at the same time. And certainly some companies are more understanding of personal brand than others. I think the really forward thinking companies get that their employees having personal brands is a good thing for the company, because they get to be known as thought leaders in their own right and then the company gets the halo effect; versus sometimes the other way around where companies believe that you should lead with their own logo. But we all know that people trust and believe and find more credible their friends and their people they interact with in real life in the social world than they do companies.

And so I continued to build my personal brand as a thought leader, particularly in the social media space, because I had to jump into that space having very little experience professionally. I remember the day that I got my Twitter account and I signed up was also the day that I was put in charge of the social media team at Discover. And I was like, “Well I should probably figure this thing out,” and joined Twitter. So however many tens of thousands of tweets later, I’m clearly fully immersed.

Joey Coleman: Nothing like learning on the job.

You know? The interesting thing about that is – and we joke about it a lot on the show – I have made the conscious decision not to invest a lot of time and effort into social media. And Dan and I banter about this regularly as our listeners know, but one of the things that I think is important when you look at your personal brand is to really make it personal. Figure out the things that work for you. There are so many pundits and experts and advisors out there saying, “Well if you want to build your personal brand, you have to have your own website. You have to be prolific on social media. You need your own YouTube channel, blah, blah, blah, blah, blah.”

No, not at all. You just need to do you. You need to figure out what is most important to you and what is most in alignment with the brand you’re trying to create. Because let’s be candid: In an increasingly transient economy where people are changing jobs, changing careers maybe a dozen times over a lifetime, if not more, the only thing that’s the same is you. The only thing that carries from one job to the next is you. And so if you’re not taking the time to invest in your personal brand, I promise you the career path is not going to be as fulfilling, as adventurous, as fun, and as results-impacting as it could be if you did focus on your personal brand.

Dan Gingiss: So we recommend to everyone, go out and get the new book from Ryan Foland and Leonard Kim. It’s called Ditch the Act: Reveal the Surprising Power of the Real You For Greater Success. And we can’t wait to see your personal brands blossom.

Joey Coleman: Wow! Thanks for joining us for another episode of Experience This.

Dan Gingiss: We know there are tons of podcasts to listen to, magazines and books to read, reality TV to watch. We don’t take for granted that you’ve decided to spend some quality time listening to the two of us.

Joey Coleman: We hope you enjoyed our discussions. And if you do, we’d love to hear about it. Come on over to experiencethisshow.com and let us know what segments you enjoyed, what new segments you’d like to hear. This show is all about experience, and we want you to be part of the Experience This Show.

Dan Gingiss: Thanks again for your time, and we’ll see you next week for more …

Joey Coleman: Experience …

Dan Gingiss: … This.


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Don’t put your paddling gear away yet. Fall is one of the best times to get out there. There are no mosquitoes buzzing in your ear, the autumn colours are stunning, the days are usually sunny and the nights are cool and cozy. Just make sure you pack properly.

The worst weather condition to deal with is rain, especially cold rain. Make sure everything is packed in several waterproof bags. I don’t mean garbage bags. Even if you’re using heavy-duty plastic bags, they will eventually tear open. I’m talking about solid dry bags from outdoor stores or, to save money, heavy-duty plastic placed between two nylon sacks.

photoKevin Callan

I start off by placing my waterproof liner inside my regular pack, with the liner oversized for the pack to give plenty of length to roll up and secure at the top. Or better yet, I use a totally waterproof bag, like Eureka’s SS115 Canoe Pack. Then, in a number of separate colour-coded stuff sacks I place my cloths, sleeping bag, first-aid kit/repair kit and anything else that’s important to keep dry.

My food is stored in a blue barrel. It's totally waterproof—spend the money on a top-of-the-line harness for it.

You probably won’t have trouble keeping warm during the day, as long as you keep moving. But the night air can bring a bone-numbing chill.

The first thing to do to battle the cold is to set up camp early. Daylight is greatly shortened during the off season and you don’t want to get caught shuffling about in the dark trying to put the tent up. During set up, munch on high-calorie snacks and change into dry, warm clothes and cap your head with a wool toque.

photoKevin Callan

I also tend to avoid designated summer campsites when camping during the cold season. They receive so much use that tent sites become far too exposed and firewood is limited. As well, my tent choice for such a trip is always a four-season design that provides plenty of ventilation. Condensation is a major problem in cold temperatures, forming quite easily from you breathing and in turn causes the interior of the tent to become uncomfortably damp. Placing the tent on a slight rise will also keep dampness away and using a good thick foam pad to sleep on will reduce the loss of body heat.

I also label an empty water bottle and place it inside the tent to pee in. A full bladder robs the body of more heat then an empty one; and besides, who wants to crawl out in the cold night air to relieve themselves at some ungodly hour.

Fluffing your sleeping bag (a top-of-the line, high-quality, four-season design) before crawling in is a good idea. The action creates more air space between the fibers or feathers. If you find yourself shivering inside your sleeping bag, put on your rain gear to act as a vapor barrier and hold in your body heat. Better yet, use a liner to increase the efficiency of your sleeping bag. Or even better, double up two sleeping bags and share your warmth with a partner.

When you purchase something via the links in our articles, we may earn a small affiliate commission. Read more about our policy

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Spain warning: Andalucia on red alert as 18 people catch meningitis from mosquito bites

SPAIN has been forced to put popular holiday spot Andalucia on red alert after 18 people were struck down with deadly meningitis after being bitten by mosquitoes.

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Health officials in Andalucia have put the region on red alert after 18 people were struck down with the serious bug viral meningitis which is transmitted by mosquitoes. Sixteen have been admitted to hospital and five are in intensive care. The outbreak is in the province of Seville and so far concentrated in the Puebla del Río and Coria del Río districts which are within the Guadalquivir marsh area.

But the Andalucian government has declared a red alert, with warnings to the entire population and tourists.

"All the necessary samples have been taken and sent to the reference laboratory in order to determine the cause," said a Ministry of Health spokesperson.

Investigators are trying to establish a common link between the cases.

Residents and tourists are being urged not to stay outdoors between dusk and dawn.

READ MORE: Portugal ‘extremely unlikely’ to be added to UK air bridge list

Spain holidays

Spain warning: Andalusia put on red alert as 18 people catch meningitis from mosquito bites (Image: GETTY)

Spain holidays

Spain: Further tests are being carried out on the 18 patients (stock image, Seville) (Image: GETTY)

Health chiefs are also advising the use of mosquito nets on windows and doors and leaving lights off so as not to attract the insects.

"Correct body hygiene must be followed daily," says the health department.

They added: "Avoid intense perfumes and wear clothing that covers the skin as much as possible and shake it before use if it has been laid outside.

"Make proper use of repellants, strictly following the recommendations on the mode and frequency of use described by the manufacturer.

Cyprus introduces quarantine for Britons - latest FCO travel advice [INSIGHT]
Brexit holidays: Pet passport warning for travel 2021 [UPDATE]
France holidays: Ministers to debate today if country will be axed [ANALYSIS]

"If you use sun cream, apply it first, let it soak in for twenty minutes, and then apply the mosquito repellent."

Further tests are being carried out on the 18 patients to see if they have contracted a more serious form of the virus, such as Nile fever or lymphocytic chorimeningitis.

Four have come back as negative.

The result of the other tests are currently being awaited.

Spain holidays

Spain: Residents and tourists are being urged to stay indoors between dusk and dawn (stock image) (Image: GETTY)

Nile fever has a ten percent risk of death among patients with nervous system symptoms whilst lymphocytic chorimeningitis is usually transmitted by rats.

Meningoencephalitis also known as encephalomeningitis is an inflammation of the brain and its surrounding protective membranes.

It resembles both meningitis and encephalitis.

Both Coria del Río and Puebla del Río, with a total population of just over 40,000, are by rivers.

Global tourism 2020

Global tourism 2020 (Image: EXPRESS)

Those infected with viral meningoencefalitis suffer from body aches, diarrhea, fever, headaches, nausea.

It comes as Spain is currently experiencing a resurgence in coronavirus cases.

The country was removed from the UK’s “air bridge” list after localised outbreaks in Catalonia, Aragon and Navarra.

The country has recorded 376,864 cases at the time of writing, and over 28,000 deaths.

Additional reporting by Rita Sobot


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Pediatric Urgent Care in Berwyn Heights, MD

When your child has a minor but urgent illness or injury, you want access to immediate care. The better option for minor but urgent cases is pediatric urgent care, as there are virtually no wait times, and any service your child will need will be available. Call us for more information.

Pediatric Urgent Care in Berwyn Heights, MD

Express Healthcare LLC is your local provider of pediatric urgent care in Berwyn Heights, MD. Come see us today if your child needs immediate care.

What is pediatric urgent care?

Because children are still physically and emotionally developing, it’s important to monitor developments and changes, and this is something that pediatric urgent care can do. Any developmental issues should be addressed, and pediatric urgent care can do this too.

Pediatric urgent care is also about addressing health issues in children, like illnesses and injuries. It’s also important to prevent these issues from occurring in the first place, so a part of pediatric urgent care can be immunizations and physical exams which take preventive measures for healthcare. There are other services offered with pediatric urgent care too.

What does pediatric urgent care do?

At a clinic like Express Healthcare LLC, we offer a number of different services for pediatric urgent care. This includes diagnostic and treatment services, so we can easily take care of common illnesses and infections, like eye and ear infections, sore throats, fevers, stomach bugs, colds, and others. Minor injuries are easily handled too, like minor sprains and strains, cuts that need stitches, burns, minor fractures, and more. To help us diagnose your child, we have an onsite laboratory for testing and an in-house X-ray machine too.

Additionally, we provide preventive care with immunizations and pediatric physical exams. We can provide sports, school, and even annual physicals, so if your child needs a physical right away for a new sports team or school, that’s no problem for us. And if your child is behind on his or her immunization schedule, we can provide shots right on the spot at our clinic, no appointment necessary.

Pediatric urgent care isn’t all about treating your child; it’s also about welcoming, calming, and understanding your child so we can give him or her the most attentive kind of care possible.

Does pediatric urgent care accept health insurance?

Yes, they accept most major insurances, so they’ll likely accept yours! Here at Express Healthcare LLC, we’re no exception, so there’s a good chance we work with your insurance provider. You can find out for sure by contacting us at our clinic. We’ll also be able to tell you more about our services and the kind of care we can provide for your child. Reach out to us today to learn more.

Do you provide pediatric urgent care in Berwyn Heights, MD?

Yes, we do! Express Healthcare LLC has a location close to you in Berwyn Heights at 6201 Greenbelt Rd M-15, Berwyn Heights, MD 20740. You can call us for any reason, and you can book an appointment with us at that number, but an appointment isn’t necessary. If your child is ill or injured and you want immediate care today, you can get it with us. Just come by anytime Monday to Friday, 8 am to 7 pm, or Saturday, 8 am to 4 pm. We’d be happy to meet you and your child and provide any service he or she needs to get better quickly.

Additional Services You May Like


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Right Hear, Right Now Exhibition - Interview

  • 10 August, 2016

Hard of hearing photographer Kate Disher-Quill has arrived in Melbourne with her Right Hear, Right Now exhibition. We sat down and talked to her about it.

Why did you start this project?

Three years ago, I read this article about a girl who was deaf and she wrote about her experiences growing up and what it was like always being left out, missing punchlines in jokes and it felt like I was reading about myself. I felt so connected to something, and it was something that I was so ashamed of and never told anyone about and suddenly there was this piece of writing that I related to. I felt so emotional and it made me think what is the big deal? It made me think that if I could provide that same link that the article gave me and what it did to me, I wanted to be able to do that for other people and so that’s why I created the project. I feel like if I had of seen this when I was younger, it really would have made a difference.

Is that what you are hoping that this is going to do?

Yes! I ‘ve already had that experience in Sydney and Canberra and that’s very reassuring. In some ways it’s really hard to keep going with the project because it’s quite exhausting but it’s those moments that have really made me realise why I’ve done it and that I need to keep sharing it hope that as many people see it. A mother brought her deaf daughter to my Sydney show and when she walked in, it was like oh my God! She was so excited and the mother emailed me afterwards saying that her daughter had been going through a tough time and this exhibition had flipped her and encouraged her to join a deaf theatre group and helped her want to embrace her deafness. It’s one story like that , that makes me realise, yep, this is all worth it.

How long has this project taken you?

It’s been about years-worth of work, organizing and meeting with people that I had never met before and getting the perfect photo in the limited amount of time that we had. Sometimes I would visit a few times just because I thought about how we could get a better photo to portray their story. I wanted to show the beauty of Auslan and I’ve done that as well through film using it as poetry showing it in a visual way for those who have not experienced Auslan before. Deafness is so diverse and I wanted to capture a range of issues, stories and experiences.

"The hardest part was photographing someone in an engaging way that captures something that you can’t see. The photos are an attempt to capture the story of the subjects, some are quite abstract and others are detailed photos. I wanted to make it artistic and beautiful to look at visually."

Is this your biggest show yet?

Yes, I think so because Melbourne is a lot more engaged with their arts and also the deaf community down here in Melbourne is lot more connected and there’s a lot of arts focus within the deaf community. I always knew that I wanted Melbourne to be a great show, so that’s why I kind of waited. A lot of people will recognise the subjects in my work because they are actually from Melbourne and are part of the community down here.

Why have chosen to display it at the No Vacancy Gallery?

I wanted a place that was easy to get to, very central, so that’s why I’ve chosen this gallery to display my exhibition because it’s in the CBD. I needed a space that was the right size for all of my artwork, films and displays, that was the hardest part. It also has a coffee shop within the gallery so I hope that also helps to encourage more people to come inside and have a look whilst enjoying a beverage.

How did you transport all of your artwork to Melbourne?

I actually hired and drove down in a camper van with all of my artwork. Couriers were just too expensive so I decided to use a camper van relocation service where I paid a dollar a day to relocate the camper van from Sydney to Melbourne. It really easy because it had all the space that I needed for all my pieces.

Growing up, did you have any contact with deaf children?

No! The only deaf and hard of hearing people that I have really met and become friends with are through this project. I never really talked to anyone other than my grandmother about my deafness and so this project has really opened me up as well. I’ve had people come into the exhibition who also have never talked or socialized with another deaf person themselves so it’s been an experience for myself to connect not only myself but others with the deaf and hard of hearing community.

Why should deaf and hard of hearing people come?

To come and read about some experiences that you may relate to and can connect with. Connecting with people’s experiences through art and also to look at some really nice pieces of art and photography and film. I hope that it empowers people to not feel the need to hide behind themselves, but to embrace it and be excited by it and to realise that it is something special to celebrate.

After this, what’s next?

Making a book of this. I always knew that this needed to live beyond the gallery because there’s only so many people who can come and see it. It needs to have a permanent life so that it can continue to empower others.

The 'Right Hear, Right Now.' Exhibition Opens today at the No Vacancy Gallery and runs until the 27th of August.

Click here to join the Facebook event for the opening night this Friday 12th August.

Event Flyer, Click Here

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Fredrik Bürger

Fredrik Bürger

EY EMEIA Private Equity Value Creation Leader

Trusted advisor for private equity firms. Advocate for helping vulnerable people stay happy, healthy and independent.

Areas of focus Private equity
Office London, GB

As Private Equity Value Creation Leader across EY EMEIA, Fred works with firms covering both pre-deal operational diligence and post-deal value creation projects. He also helps with the set-up and implementation of large and complex transformation programs.

Fred had experience in “hands-on” line management, mergers and acquisitions consulting and has worked for the incumbent portfolio team of an investment company. Prior to joining EY, Fred was the CEO for a global medical company with operations in Europe, Australia and North America.

Fred earned an MBA in Finance from Hawaii Pacific University and a master’s degree in Industrial Engineering and Management from the Institute of Technology at Linköping University.

How Fredrik is building a better working world

Fred leads a team that taps the global EY network to help source deal opportunities, combining deep sector insights with the proven, innovative strategies that have guided the world’s fastest growing companies.

This helps clients discover powerful new ways to create unexpected paths to value — generating positive economic benefits for both investors and society. Fred advises clients to make better investment decisions to allow them to create more jobs and invest more in research and development and innovation.

Contact Fredrik


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Contemporary Art in New York

An intriguing exhibition – featuring a group of Contemporary Artists –  opens Friday 1st April in New York City in trendy TriBeCa. Painting, sculpture, and installations will feature in the event, with contributions by individualistic, international artists. The cultural diversity of the participants brings fresh, original perspective to each presentation. The event is held in collaboration with shhhim ( which encourages and supports artists in promoting their work. Mixed-media artist and sculptor Constance Chabieres has been involved with art programmes for UNICEF in Asia and Africa. Her work is inspired by nature, colour, light, street style and people on the streets. Movement and rhythm highlight her creations, including the bronze sculpture above.

BORDERLESS by Sara Badr Schmidt
BORDERLESS by Sara Badr Schmidt

Swedish/Lebanese Sara Badr Schmidt is presenting a work that she began ten years ago and continues “as a work in progress”, says the Paris-based artist. The concept is to show the limits of borders, but also the enrichment that different cultures compound. Borderless – the title of the installation project – are photos printed on canvas and mounted on light boxes, with some enhanced by a sound track.

Painting by Lebanese/Jordanian artist Rafik Majzoub
Painting by Lebanese/Jordanian artist Rafik Majzoub

Among other artists exhibiting are Jerry Atkins, Sami Basbous, Rafik Majzoub and Brett Wallace. The exhibition continues through 18th April at 481 Washington Street, New York City 10013. Tel: +1 917 621 63 89. JG

Spectacles en Fourrures

Rule-breaking continues to add flavour across the catwalks; some say the appeal of the obscure and the fantastical is very much a part of a new mood of individualism. Popping out of this new wave, the ‘Spectacles en Fourrures’ are a study in unusual pairings, produced in a collaboration between Soho Bespoke and couture fur house, Corbin Paris – – and inspired by surrealist artist Meret Oppenheim’s Dejeuner en Fourrure (MoMA NYC) and Picasso’s love of all things fur trimmed.

Handmade in England, the design is available as a bespoke piece to order via Soho Bespoke’s Charlie Ingham, in a choice of exclusive materials including black Orylag. Ingham, who gave Eyestylist a preview of the new design at the Century Club last week, is the founder of London’s exclusive made-to-measure eyewear service – – producing handmade rare acetate and buffalo horn designs using traditional spectacle-making techniques.

For more information and to view the Soho Bespoke film about their British artisan production, visit CN

Sunny Seasonal Sunglasses

Creative liberty, technical expertise, beautiful materials and luscious colours feature prodigiously in eyewear collections. Shapes vary from moderate to voluminous – further enhancing  sunglasses. Blackfin’s S/S collection features clean, sculpted silhouettes, as seen in the above photo. The man wears Blackfin’s Weston BF760 in titanium with gold-mirrored lenses. Panto shaping highlights the women’s frames – Waterhouse BF743. The all-Italian production ensures the finest quality. Discover more from Blackfin at

Soda Pop by Smoke x Mirrors
Soda Pop by Smoke x Mirrors

Brilliant, bouncy and bold – Smoke x Mirrors unites layered acetates and stainless steel with a fun sunglass collection – Soda Pop. Vibrant colours and chic neutrals – such as the black and white sunglasses above – bring an alluring dimension to summer fashions. Additional details about Soda Pop at

DAN by Götti Switzerland
DAN by Götti Switzerland

Panto shaping – an eyewear highlight for Spring/Summer is elegantly expressed by Sven Götti at Götti Switzerland. Dan (above) delicately combines retro and modern contemporary styling in ultra-light titanium with flat lenses – sleek, stunning and streamlined. See all the Götti collection news at

TAFT by SALT. Optics
TAFT by SALT. Optics

California based eyewear brand SALT. has been shortlisted from the Opticians Award 2016 for TAFT (above) as Best Frame of the Year. Handcrafted in Japan, the double-bridge brings additional distinction  to a design with flair, beauty and harmony.

Eva by Vue dc
Eva by Vue dc

Originality and savoir-faire comprise designs by Christian Mascré and Yolande de Clerq. Retro vibrations, extraordinary production – all crafted in France – bring glamour and excellence to the frames. The frame front in Eva in vanilla acetate (above) is artfully shaped and looks fabulous on the face…also available in other great colours. JG

Fakoshima x Manish Arora

Clashing colour, bindu motifs and rotating lenses…thanks to a sizzling new collaboration between Russian eyewear brand Fakoshima and fashion designer Manish Arora, exotic details are flourishing for 2016. The limited edition launched this month includes five individual styles, inspired by the mood and themes of Arora’s clothing collection, playing with shapes referencing the classic round, aviator and iconic cat eye, in deliberately experimental yet masterful designs.

Drawing on diverse inspiration, including African culture, masks and cowboy ornaments, the result is a giddying mix of colourful frames with gold inlays, eye catching lens hues and truly dramatic forms.

Cat eye with “bindu” symbol
Aviator with rotating lens
Aviator with rotating lens
A round shape with snake eye slit to enhance the mask effect
Round shape with snake eye slit: enhancing the mask effect

Established in 2012, Fakoshima has achieved notoriety in the world of fashion and eyewear with its conceptual designs created with new technologies and traditional handcrafting. / CN

Smoke x Mirrors SM142

A series of statement sunnies by the US label Smoke x Mirrors plays with acetate and clever combinations of colour and shape for instant impact and fashion-led flair. The Sodapop collection includes five quirky shapes: model SM142 layers a circle over a modified softened triangle in silky acetate with an old-world 50s infused pattern similar to mother-of-pearl. Colour combinations offer a welcome solution for the transition into the warmer Spring days: as well as a pretty grey/white pairing (above), find exclusive tortoise with a bright pop of yellow and super soft pale pink with white. For full details visit CN

Especially for children

Contemporary shapes, appealing colours, materials with beauty and safety features keynote new designs for youngsters. Frames for children require precise construction in order to comfortably fit little faces, as well as be fashionable – important for today’s super-aware young set. British brand Zoobug has launched exciting, colourful new optical styles. ZB1020 in Navy (above) is rubber flex and the shape is ultra-flattering for young girls. The frame is also available in pretty pastels of Pink and Mint. Zoobug photo by Wanda Kujacz

Julija by LINDBERG
Julija by LINDBERG

Very grown up and sophisticated is LINDBERG’S titanium frame for children, which is hypoallergenic, lightweight, flexible and strong. Delicate cat-eye shaping in Julija (above) brings contemporary glamour to children’s eyewear.

TAC by Lafont Paris
TAC by Lafont Paris

Tortoiseshell is a favourite adult frame colour – and for children as well. Lafont Paris – with their speciality range of children’s frames – includes TAC (above) a smart tortoiseshell acetate design with contrasting sides in apple green. Detailed attention to fit is one of the many advantages of the frames.

Ghent by Red Kids Eyewear
Ghent by Red Kids Eyewear

Brilliant blue acetate is a striking colour for Ghent (above) from the lovely collection of kid’s frames by Red Kids Eyewear. The Netherlands brand has created a new hinge system that is easy to replace if youngsters are too rambunctious in the playground! Visit for more designs.

OMAN by JF Rey
OMAN by JF Rey

For children and young teenagers, OMAN (above) by JF Rey is equipped with the Just Adjust Concept – exclusive to the French company. The colourful round shape in glossy acetate is innovative, stylish, and looks super on young faces. JG

8381 by Jono Hennessy

The stunning beauty of Australian Botanical plants and flowers is the theme for the lovely new Limited Edition collection by Jono Hennessy. Flattering angularly sculpted shapes and expressive colours in acetate and metal influence the frames, as seen in style 8381 (above) in lush Lechenaultia Blue. Other gorgeous colours include Sturt Desert Pea and Outback Ochre. For more details on this special collection visit JG

Family optics in Munich

Hans Schneider and his daughter Sina gave us a warm welcome in Munich, on a cold snowy evening during the annual eyewear event Opti. Their family-run store, located close to the universities and prestigious art galleries opened at this very same address in October 1970, and, as Hans and his daughter explained, the whole interior, as it was then, has been preserved. “We have only needed to renovate the floor,” explained Sina. “My father had the interior furnished by an “optical” furniture specialist from Hanover (a rarity at that time!), according to his own taste and design brief.”

During the first two years’ of business, Scheider recalled that he sold Zeiss lenses, opera glasses and Rodenstock lenses and spectacles. It wasn’t until 1972 that he added some of the up-and-coming Italian eyewear labels; and as things began to change and the choice in collections grew, Schneider took a selection of fine eyewear designs including the German labels Cazal and Jil Sander – at that time sold directly by the design house itself – and, by the early 80s, Alain Mikli from France.

Brillen Schneider, Munich
Brillen Schneider, Munich
Client trying on frames at a Brillen Schneider open evening
Open evening for guests, Brillen Schneider

“Today, with the vast number of collections available, we are still seeking out the innovators and designers that show excellence, quality and detailing. We have selected items that my father and I both identify as individual and of good quality…we are working with brands like Lindberg, Oliver Peoples, PQ and Eyevan from Japan,” says Sina. “I love some of the more underground styles by Activist in Brooklyn. My father has an incredible appreciation of all things that are well made, using traditional techniques, but he is also known for recommending the very individual frames produced with a modern, more daring aesthetic. He has a real eye for which frame will suit a customer, young or old, and true expertise when it comes to finding something different. He’s inspirational.”

Brillen Schneider, Amalienstr. 33/32, 80799 Munich, Germany CN

Glasses Place / M. Scoop

From Japan, a new design piece called the Glasses Place by M. Scoop (above) caught our eye at Maison & Objet Paris – earlier this Spring.  Made from natural wood such as maple or cherry, with a sophisticated artisan finish, the design – which has a sturdy base and gently tapered top over which the spectacles are placed,  makes an ideal match for high-quality spectacles that deserve to be well looked after. A second product, 70G, with a square shape and smooth lining, has also just been released by the company, produced in a similar choice of natural wood finishes.

70g Case by M.SCOOP
70g Case by M.Scoop

M.Scoop creates a range of specialised storage products for small items and accessories such as glasses, mobile phones, pens and watches, making it easier to look after precious things safely at home, and to remember where they are! Find our more at CN

Iris in Paris

Iris Apfel – at the amazing age of ninety-four, is clearly a style icon with international influence and respect – a feat few women can claim. The New York resident – whose trademark is voluminous eyewear and extravagant attire –  has dazzled the fashion establishment with Iris in Paris at Le Bon Marché – the ultra chic “grand magasin” on the Left Bank. The fashion muse (pictured above with Selima) is portrayed in videos; an in-store exhibition inspired by her fashion exuberance; and fabulous, stylistic window scenes created by illustrator Eric Giriat.

The illustrations show Iris dressed in her inimitable, uniquely individualistic style attending the opera; on a bateau mouche; visiting a park; and enjoying a café. The fashion legend is also known for her quotes – that flow with words of wisdom from this nonagenarian – and include: “Fashion you can buy, but style you possess;” and “having fun is the best revenge.”

Uniquely Iris - sunglasses created by Selima Optique
Uniquely Iris – sunglasses created by Selima Optique

For the Iris celebration, Selima Optique has created oversized sunglasses – the Iris signature – for Le Bon Marché, in collaboration with Iris Apfel. Iris in Paris continues at Le Bon Marché through 16 April. JG

Die Brillenmesse Cologne

Passionate eyewear advocates Nathanaël Wenger and Dirk Geissmann host the second edition of Die Brillenmesse in the Rhine city on the 23rd-24th April. Approximately seventy international independent brands will showcase their collections at Dock One – an historical location built in 1851 with surroundings that offer classic industrial architecture.

Participants include Danish label Orgreen, who will present their finely crafted optical and sunglass collections, and British brand Claire Goldsmith, with innovative optical designs for men and women. In the stunning photo above – from the Hall of Frames 2016 campaign – the male model wears Claire Goldsmith Burton, and the woman Sommelier by Orgreen.

Mauritania by L.G.R. Rome
Mauritania by L.G.R. Rome

Dashing Italian style include frames by L.G.R from Rome. The latest collection by Luca Gnecchi Ruscone features Mauritania, a chic panto design in bold tortoiseshell acetate.

Lover 7 by Adrian Marwitz
Lover 7 by Adrian Marwitz

Loving Strangers is the theme for the refined Titanium collection by Adrian Marwitz. Lover 7 in loving bordeaux is gracefully sculpted in a modern classic silhouette.

Tradition by Lafont Paris
Tradition by Lafont Paris

Blue and its many variations is a favourite eyewear colour. Lafont Paris has released a new design – Tradition – in subtle blue tortoise acetate, with fine detailing and a special-fit nosepiece – distinctive and comfortable to wear.

Die Brillenmesse Köln is a wonderful opportunity to visit and leisurely experience and enjoy independent labels with beautifully crafted eyewear. Mark you calendars now! 23rd and 24th April at Dock One in Cologne. More information at JG

Eyewear Pioneer – Annette Hoffman

With her exceptional ‘eye’ for fashion and eyewear, in nineteen seventy-five, Annette Hoffman opened her boutique in the picturesque area of Montmartre in Paris. At that time, the concept of independent eyewear labels was relatively unknown, and Mme Hoffman was one of the first to support budding designers. Forty years on, independent brands have brought innovation, beauty and amazing designs to eyewear, and Les Créateurs d’Opta continues with their presentation of international independent eyewear creators.

Caroline Abram at Createurs d'Opta 40th Anniversary celebration
Caroline Abram at Createurs d’Opta 40th Anniversary celebration

Celebrations were held recently, and the dynamic Mme Hoffman has taken a step back from the business, and Erik Sudre (both seen above) is now CEO and Opta partner. Sudre commented: “The party was very happy and full of emotion. The theo team attended, including Wim Somers; Pascal Jaulent from Face à Face; Susanne Klemm and Etienne Fredriks from Suzy Glam; and Caroline Abram among others were also with us.”

Etienne Fredriks, Susanne Klemm, Elien Weytjens, Belgium trainee at Les Créateurs d'Opta, Celia Kemedji Opta optician
Etienne Fredriks, Susanne Klemm, Elien Weytjens, Belgium trainee at Les Créateurs d’Opta, Celia Kemedji Opta optician at the anniversary celebrations

Time – and success – has certainly validated Annette Hoffman’s concept for individualist eyewear that continues to grow and flourish, and the charming boutique remains an oasis for the best in independent brands. JG

Travels to Copenhagen

The 3rd edition of the Scandinavian trade event, Copenhagen Specs, organised by Morten Gammelmark, took place last weekend in the Lokomotivvaerkstedet on the outskirts of the Danish capital. A strong attendance from local and international exhibitors ensured a buzzing atmosphere and plenty of inspiration for buyers travelling to the show; we met Scandinavian opticians as well as British and Dutch optical retailers, who had made the trip to enjoy a weekend away in the design capital.

Hapter at Copenhagen Specs
Hapter from Italy, at Copenhagen Specs

Exhibiting for the first time in Denmark, Italian artisan label Hapter reported an “intense show” and a very warm welcome. The brand showed its new TXTL001 and RBBR001 designs which offer unique textured finishes exploring references to the mountains with interesting textiles and rubber materials worked into the frames.

Jackie by Salt Optics
Jackie by Salt Optics, US

We were impressed to see US brand SALT Optics in Copenhagen, exhibiting their extensive new line, with fine metal and acetate styles featured. Jackie is one of the models in the Spring/Summer collection – the legendary eyewear shape has been given a slight makeover, resulting in a very refined and soft, feminine, rectangular lens shape.

Lax by Dick Moby
Lax by Dick Moby, Netherlands

Sustainable brand Dick Moby from the Netherlands showed their M49 bio-acetate 100% biodegradable frames which feature CR39 lenses by Zeiss.

Falvin Eyewear
Falvin Eyewear featured diamond studded designs

Danish newcomer Falvin Eyewear was one of several Scandinavian representatives at the fair. The label is achieving rapid international recognition for its modern titanium frames, designed by jewellery designer Birgitte Falvin, and meticulously handcrafted in Japan.

Lindberg at Poul Stig Briller, Copenhagen
Lindberg at Poul Stig Briller, Frederiksberg, Copenhagen

The trip to Copenhagen also allowed us time to visit some of the city’s leading optical stores including the Orgreen flagship store – www.ø – and Optiker Poul Stig Briller in Frederiksberg and at Østergade 24 –

For more information about Copenhagen Specs, visit CN

Silver speaks

A new exhibition opened at the V&A this week entitled Silver Speaks: Idea to Object. Curated by Corinne Julius, it celebrates the exceptional level of creativity and skill in British silversmithing. Presenting new works by 18 members of the Contemporary British Silversmiths (CBS), the objective is to offer visitors a snapshot of the craft in Britain today encompassing designs which show a variety of techniques and applications, from the traditional to the cutting edge. Above: Two Bowls – Hand raised and fabricated in Sterling Silver by Juliette Bigley – “Two bowls represents two contrasting interpretations of the archetypal bowl form playing particularly with ideas of inside and outside and the space that lies between these two opposites.”

Silver Speaks: Idea to Object takes place until 31st January 2017, in the Silver Galleries, V&A, London. Silver Speaks: Idea to Object is part of an 11-month programme of events organised by CBS. Further information at and CN

Blue Noon by Lunettes Kollektion

Spotted at the Milan show: a favourite style at Berlin’s Lunettes Kollektion – Tabula Rasa – which comes in a new capsule collection focusing on engraved temples and etched lenses. Unique and mysterious, the decorative effects add a splash of street energy to a classic style, fitted with charming pale tinted lenses, on point but not over flashy. Subtle yet visible to the onlooker, the lens engravings are based on signs, arrows and geometries influenced by the architectural shapes of Marrakesh, and appear on all colour choices, from a warm pale yellow through to a copper effect mirror. Lunettes Kollektion is a small Berlin based label, known for its high-profile designer collaborations, that has allowed it to achieve a strong following in fashion circles in Germany and further afield. CN

Eyewear Canine Companions – Nelson

Continuing our Eyewear Canine Companion series, today we meet Nelson, the beloved companion of Alessandro De Lorenzo at Boudoir Boutique in Venice, Italy.

How did you and Nelson meet? “He was born in a dog pound where his mother was rescued, so Nelson has never been mistreated. He is a Spanish Greyhound and was four months old. This breed is called Galgo in Spain, and the dogs are used for the rabbit hunt there. When the hunting season is over, most of the dogs are abandoned or killed – about 50,000 to 65,00 per year. Nelson is very well behaved; he likes bigger and smaller dogs, as well as cats and children. He’s really not a hunter. He loves to run – especially with other dogs, but he has inherited – from me – some laziness, and he loves to sleep most of the day.

Nelson - His Royal Highness
Nelson – His Royal Highness

What are Nelson’s duties in your boutique? “Well..he is in charge of the red sofa. If he’s left alone for more than five minutes, he starts testing the products – for example – eye drops, or tastes some of the frames. He greets clients and he makes sure nobody’s carrying weapons in their bags. Some people come by the shop just for him, and every day, at least a dozen tourists take pictures of him from the window.”

Is it dinner time yet?
Is it dinner time yet?

Does Nelson travel with you? “Most of the time we walk – that is the purpose of living in Venice! We go on the vaporetto (water bus) only if we have to go to the Lido, where the beach is. Otherwise we take the tram or the regular bus to go to the Venice mainland, and he’s OK with that. When I visit my parents in Cadore – the eyewear district – I use my car. He hates cars and he knows exactly what they are. When we go jogging and we run near parked cars, he wants to make a big arch around them.”

Does Nelson go to restaurants and cafés with you? “I am able to take Nelson with me; most places know us and the restaurant owners allow him to enter. Nelson’s lovely…but…food is way too attractive for him, so it’s hard to teach him proper table behaviour. Maybe when he’s a bit older…now I leave him home if I have to go out for dinner.”

Nelson's favourite frames
Nelson’s favourite frames

“I would like to add that people consider rescue dogs, instead of professional breeders. There are associations that rescue greyhounds in Ireland, the United States and in Spain. In every country you can find pure breed dogs – and mixed ones, and cats – looking for adoption. They’ll be grateful to you.” JG

Spring Awakenings

Brilliant buds, blooms and blossoms enthusiastically await the arrival of Spring – and its palette of colours. Ideally this is also the time to refresh, enhance and colourise your personal accessories wardrobe. A great place to start is with eyewear that combines originality, fashion flair and savoir-faire. Spectacle Eyeworks in Vancouver, Canada features striking new designs in the Pussy Galore Collection. Volume and tri-colouration bring glamour to Roya – with its focused attention to detail, temple accents, and feline curves. More eyewear news from Spectacle Eyeworks at

Tatiana by Lafont Paris
Tatiana by Lafont Paris

Lafont Paris unveiled a lovely optical collection in Milan that spotlights favourite spring colours. Among the highlights is a contemporary classic design in Navy Blue with a perky red trim on the frame front. Lafont has captured with Tatiana the trend for rounded, soft shapes that are extremely flattering on the face.

Charmant - ZT19827
Charmant – ZT19827

Cutting edge technology, smart design, and innovative materials feature in the Charmant Z collection for men. The frames are very lightweight, with distinctive detailing, and clarity of line. Charmant ZT19827 exudes refined understatement.

Masahiro Maruyama - Style 0022
Masahiro Maruyama – Style 0022

Japanese designer Masahiro Maruyama creates frames that are fresh, articulate, and an intriguing mix of straight and round forms. The distinct design of style 0022 reflects striking colour and ingenuity. JG

Carrara frame by Morà Eyewear

The boom in exploring new materials brings lots of innovative proposals to eyewear, some fabulous, well researched and carefully developed. Among a pack of start-ups at the Milan fair last weekend, one Italian company, Morà, showed marble frames, lined with carbon fibre, to create an artisan product that requires complex high-tech processing and painstaking hand-finishing. The collection has been achieved thanks to expertise at Officine Polimata, Italian specialists in the field of precision engineering using numerical control technology. The frames undergo 35 industrial processing steps and 78 hand-finishing steps  – quite incredible really – and some designs include titanium and semi precious stones for a unique custom finish. Available from September 2016, the look and feel of these designs varies tremendously depending on the natural colour, striated patterns and texture of the marble or stone (above, an example of a frame in Carrara marble) from which they are created, and the decorative titanium inserts, finished in subtle tones of gold, palladium or gunmetal. CN

Icons and Innovators in Copenhagen

The Copenhagen fair this weekend promises a hand-picked selection of some of the best eyewear to hit 2016 from Scandinavia, Europe and the USA, exhibiting in the Lokomotivvaerksted, a historic venue with an industrial ambiance. looks forward to visiting the fair for the first time.

One of several French companies taking part in the show, Jean-François Rey will show Line 1985 (pictured above, style Officer 6565), a limited edition of glasses and sunglasses, which reference iconic models launched in 1985 via original drawings. Current manufacturing processes and materials bring a new interpretation, combining quality, comfort and lightness. Produced in a limited edition of 500 pieces per style, the models are released with an anniversary book featuring archive photographs of Joëlle and Jean-François Rey.

Caroline Abram
Model Penelope, in blue/gold by Caroline Abram

From Paris, young designer Caroline Abram will show her latest vibrant eyewear designs in a collection that embraces bold colour, glam shapes and luxurious material

Ysabel by Orgreen Optics

Locals Orgreen Optics will attend with their extensive new collection for 2016 and several exciting statement highlights including the XY and YX sunglasses. Their range of slick, flattering titanium shapes such as the Ysabel (above) provide an excellent balance of everday style with the classic quality and superior lightness of premium titanium.

Karmoie campaign 2016

From Norway, young couple Kristen and Lars Iversen travel to Copenhagen with their 2016 campaign and a collection of modern classics combining Scandinavian aesthetics and details from industrial design, always with a fresh twist such as unique understated wood look temple details. Find out more about Karmoie at

Copenhagen Specs takes place from 5th-6th March 2016. For more information, registration and a full list of the eyewear exhibitors, visit CN


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Awesome first day! After a brief tour of the site, the children were straight into their activities. Mr Ford experienced some very messy boys in the team challenge. Unfortunately he then had to hose them down with cold water before they could go inside - what a shame! Out on the lake, others were getting very wet building rafts and improving their paddling skills. After a delicious kebab dinner (jacket potatoes available of course!), we are currently listening to some epic tunes (Well Mr Ford thinks so at least!) while shooting down the aqua slide and leaping about on the bouncy pillow. Lots of pictures and video to follow.
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