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Category: Customer Experience

Commit to the Customer – not the Technology

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

One of our greatest challenges in designing the best experiences for our customers is not letting the technology limitation determine the customer experience. When organizations…

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…

Customer Experience is the Only Thing that Matters

Posted in Customer Experience, Experience Design, and Leadership

In Augusts issue of Fast Company magazine, Harley Manning wrote and article entitled “Why Customer Experience Is The Only Thing That Matters.” In this article,…

Outside In

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

Determining, developing and delivering your customer experience is an Outside-in process. Too many companies make the mistake of thinking that they know what is best…

The Six Stages of CX Maturity

Posted in Culture, and Customer Experience

In the Temkin Group Insight Report: The Future of Customer Experience, Bruce Temkin shares the six stages of CX maturity: Ignore: Company does not see…

Companies are increasing their Focus on Customer Experience

Posted in Books, and Customer Experience

“Companies are increasing their focus on customer experience (CX) as they discover its link to loyalty and overall business results. This growing discipline around CX…

The Holistic Experience between Brands, Products and Services

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

“Apple has been held up as the definitive example of how to integrate a brand and its products and services to create an extraordinary company.…

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…

Leading Customer Experience Organizations Have Great Culture

Posted in Culture, Customer Experience, Leadership, and Uncategorized

Before you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences.…

Customer Journey Maps, Customer Profiles and Touch Points

Posted in Culture, Customer Experience, Emotional Design, and Experience Design

Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey…

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