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Category: Customer Experience

Designing Great Customer Experiences with the Power of A/B Testing

Posted in Brand, Customer Experience, and Experience Design

“Over the past decade, the power of A/B testing has become an open secret of high-stakes web development. It’s now the standard (but seldom advertised)…

The Power and Financial Value of Designing a Great Customer Experience

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

Great designs create elegant and meaningful experiences for customers. And the design-oriented organizations understand the financial value of this:  “Apple, the epitome of a design-led…

Inspire the Creation of Great Experiences

Posted in Culture, Customer Experience, Experience Design, Leadership, and Quotes

There’s work and there’s your life’s work. The kind of work that has your fingerprints all over it. The kind of work that you’d never…

Customer Experience is a Journey – Not a Destination

Posted in Brand, Culture, and Customer Experience

Too few companies are even managing their customer experiences. Customers are having experiences with their brand, message, and business – but they are not listening.…

Five Design Principles to Make a Great Customer Experience from Citrix

Posted in Brand, Customer Experience, and Emotional Design

Citrix Design team put out this great video, Why Design Matters to Me – Using Design to Make a Difference, where they explain five design…

From Customer to User Experience

Posted in Customer Experience

When our experience design team is creating solutions – and that is exactly what great experience designs do – we ask ourselves three questions: What…

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…

How Do You Make Your Employees Customer-Centric?

Posted in Customer Experience

If you want a customer-centric company then you need to create a customer-centric culture. You need to create an environment in which your employees are…

Customer Experience is Critical to the Long Term Success of Business Today

Posted in Books, and Customer Experience

“Creating an exceptional customer experience is critical to the long term success of business today. The Customer Experience Revolution contains a treasure trove of vignettes…

A Superior Customer Experience beats the Vortex of Commoditization

Posted in Books, and Customer Experience

“Across industries we’re approaching the ‘Vortex,’ a feature horizon whereby winning customers and growing business is no longer a function of new features but something…

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