Skip to content

Category: Customer Experience

Companies that delight their customers outperform their peers

Posted in Books, Customer Experience, and Experience Design

According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about.…

Customer Experience and Creating a Voice of the Customer Program

Posted in Customer Experience

Vovici, provider of enterprise feedback management solutions, has an exclusive whitepaper, Getting Behind the Customer Experience Wheel, where they describe how to create a Customer…

Making Peoples’ Lives Better is Good Business

Posted in Customer Experience

In Hugh Macleod’s blog “Your customer won’t take a bullet for you” (love that title), he states that “If you want to benefit from a…

Service Design Customer Experience

Posted in Customer Experience

Service design is the process of organizing people, infrastructure, communication and the other various components of a service. Good service designs improve the quality of…

Wayfinding and Customer Experience

Posted in Customer Experience

Wayfinding encompasses all of the ways in which people and animals orient themselves in physical space and navigate from place to place. Historically, wayfinding refers to…

The Hidden Power of Your Customers

Posted in Customer Experience

Becky Carroll’s book, The Hidden Power of Your Customers, is not another “customer service” book. Becky reminds us that “a bird in the hand is…

Your Customer Experience Strategy and Journey Maps

Posted in Customer Experience

According to Forrester, 86% of companies say customer experience is a top strategic priority for 2011; 76% seek to differentiate based on customer experience; 46%…

Design Experiences to Exceed Expections

Posted in Customer Experience

I don’t need to tell you that industry research studies have found that the average company provides a customer experience that’s mediocre at best and…

Facilitating Customer Reviews

Posted in Customer Experience

When doing customer reviews, you want to do a lot of listening and very little talking. The secret is to get them to talk –…

Skinit Customizer Increases Conversion by 350%

Posted in Customer Experience, and User Experience Study

Overview Skinit is the global leader in consumer electronic device personalization. In 2007 Skinit was preparing to enhance the previously successful Photo Uploader, a web-based…

%d bloggers like this: