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Month: July 2013

The Customer Experience Revolution on The Takeaway with John Hockenberry

Posted in Uncategorized

  With the announcement on July 29 that retailer Amazon would be adding 7,000 jobs nationwide, Jeofrey Bean appeared on The Takeaway with John Hockenberry to address…

..and we iterate, again and again and again

Posted in Uncategorized

Art, music, writing or product design all follow the same creative process. If you are designing visual experiences, listening experiences, reading experience or technology experiences,…

Customer Satisfaction, Customer Effort and Net Promoter Score: Different Metrics to Measure Different Aspect of your Customer Experience

Posted in Analytics, Brand, Customer Experience, Experience Design, Service Design, and Voice of the Custostomer

Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met…

Getty Center Parking Garage Barrier Bars

Posted in Architecture, Color, Customer Experience, Emotional Design, and Experience Design

Located in Los Angeles, California, the Getty Center is a museum that specializes in pre-20th-century European paintings, drawings, illuminated manuscripts, sculpture, and decorative arts; and…

Customer Conversion from First Time Customer to Advocate

Posted in Uncategorized

We all want advocates. But advocates just don’t happen – you have to earn them. There needs to more then just consistency and trust for…

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