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Category: Customer Experience

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…

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…

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