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Category: Books

Why Easy to Use 2.0?

Posted in Agile, Books, and Experience Design

Easy to Use was a good book. It covered much of what I have learned over my many years of creating great user experiences with agile…

Easy to Use: Icons

Posted in Agile, Books, Customer Experience, and Design

Ever visit a website or store or see a sign in a public space that you had no idea what the icon meant? There are…

Emotion and the Customer Experience go Hand-in-Hand

Posted in Books, Brand, Customer Experience, Emotional Design, and Event

“No purchase is void of emotion. Brands have spent millions attempting to connect positive feelings to a product… Increasingly, brands are striving to bring emotion…

New Online Course uses The Customer Experience Revolution

Posted in Books

Jeofrey Bean and I had fun last weekend. We visited the studios at California State University, Fullerton to record a presentation for the new online…

Christmas Came Early!

Posted in Books, Conference, and Customer Experience

“Christmas came early” was the subject of a recent email I received from friend/colleague, Rob Scruggs. Rob had just gotten his special bulk order of…

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…

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

Posted in Books, Brand, Conference, Customer Experience, Customer Insights, Experience Design, Innovation, Leadership, and Service Design

Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate…

The Customer Experience Revolution – The Trailer

Posted in Books, Career Advice, conferences, Customer Experience, Customer Insights, Emotional Design, Experience Design, Innovation, and Leadership

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes…

Why there is so much Bad Design?

Posted in Books, Customer Experience, Design, Emotional Design, Experience Design, Innovation, and Service Design

I am a firm believer in the Human-Centered Design Process. So, why are there so many bad designs? Here’s why: There was never a Designer…

It Doesn’t Pay to Delight a Customer

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

I recently heard Rick DeLisi, co-author of The Effortless Experience, give a Keynote: All of Your Customers are loyal Right Now. What about Tomorrow? Rick…

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