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Category archive for: Analytics

Hick–Hyman Law and Design

Posted in Analytics, Architecture, Customer Experience, Design, Experience Design, and Service Design

Psychologists William Edmund Hick and Ray Hyman define “the time it takes for a person to make a decision as a result of the possible choices he or…

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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…

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The Tablet is now the Preferred Device for Reading and Writing Emails

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

A new research study finds that majority of iPad owners say it is their preferred device for reading and writing email. The survey was conducted…

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Big Data, Analytics, SaaS and the Experience

Posted in Analytics, Brand, Experience Design, mobile, Uncategorized, and UX and Analytics

We are seeing the blooming of the Experience Economy in the Information Age. There is so much information we have create Big Data. The trend…

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Customer Experience Balanced Scorecard

Posted in Analytics, Customer Experience, UX and Analytics, and Voice of the Custostomer

An organization’s Balance Scorecard should include customer experience metrics along with productivity, quality, and agility to continuously improve cross-functional business processes that map to your…

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Users are not Designers and Designers and not Users

Posted in Analytics, Customer Experience, and Experience Design

Users are not designers. You can ask them what they want but they can only give you insight into the incremental improvement that they are…

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A Modest Increase in Customer Experience can Result in Significant Gains

Posted in Analytics, and Customer Experience

“Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch…

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