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So what is the Difference between Customer Experience and User Experience?

Posted in articles, Books, Customer Experience, and Experience Design

This is one of the most frequent questions that Jeof and I get. If you have read our book or heard us speak than you…

Staging an Experience: Orchestrating Memories from Pine and Gilmore

Posted in articles, Books, Brand, Customer Experience, Design, Emotional Design, Experience Design, and Service Design

Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the…

Using Games to Improve Performance and Result

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Sue Baechler, Learning Product Strategist, Game Designer and Founder and CEO of Originaliti Media Inc., shares that games and game-based approaches are transforming the way…

Beyond SEO: Case Study

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In pursuit of new business, a small consulting firm was frequently asked if they had a website. Based on the demand-side information and needs of…

Measure the Design

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Validate that customers’ needs are met and tasks are easy to do. Putting your solution in context for your customers and users, is a key…

Beyond SEO: Develop the User Experience

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The user experience encompasses all aspects of a visitor’s interaction with the company’s services, products, and website. It is critical to the company’s success to…

Beyond SEO: Develop Your Website Business Mission

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Develop a specific mission for your website—before investing the technical and creative talent, time, and money in the build. Here are some examples of actual…

Beyond SEO: Specify the Business Purpose

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When you know the problem your site helps you solve, the content better addresses the needs of prospects and customers in the market. This “two-way…

Beyond SEO: Understand the Market

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The way the website communicates what the company does for the prospect or customer is more important than what your company actually does. Do not…

Beyond SEO: Four Steps to Optimize Website Business Performance and Customer Experience

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In recent years, many executives frustrated with their websites have been told that investing in search engine optimization (SEO) should be their next step in…

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