Skip to content

Brand Leaders Deliver Exceptional Experiences

Posted in Customer Experience, Experience Design, and Technology

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos, Amazon CEO

Amazon emphasizes platforms that each serves its own customers in the best and fastest possible way. Bezos shares that “Our customers are loyal to us right up until the second somebody offers them a better service. And I love that. It’s super-motivating for us.”

At My Disney Experience they share, “Let My Disney Experience Be your guide. Begin your vacation fun today with online and mobile tools that make it easy to dream, plan and share—at home and on the go.”

Starting with “Your Family & Friends,” Disney connects to everyone in your travel group by adding them to your Family & Friends list first where you can make and share plans together. Once you link your tickets and reservations to your account, your Disney Resort hotel and dining reservations appear in your plans. And, since it is Disney, they allow you to personalize your profile by selecting your favorite Disney character.

Have you heard of the Google HEART framework? The framework, pioneered at Google Ventures, looks at who’s using Google products and why. It’s about engagement, likes and dislikes, and about building and retaining audiences. HEART stands for Happiness, Engagement, Adoption, Retention, and Task success.

HEART goes further than analytics to gauge both satisfaction and usage. It’s like a high-tech light version of a long paper-based feedback survey. It tells you what customers think, as well as how they behave. Analytics provides a snapshot, but it doesn’t bring emotional data to the table. It doesn’t explain why a customer used a product or whether they liked it. HEART connects the dots and ties it all together.

Be First to Comment

Leave a Reply

%d bloggers like this: