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Category: Customer Insights

Mental Models

Posted in Customer Experience, Customer Insights, Design, Design Thinking, Emotional Design, Experience Design, and Innovation

Mental models are psychological representations of real, hypothetical, or imaginary situations. They were first postulated in the late 1800’s by the American philosopher Charles Sanders…

Capture the Hearts to Change the Minds and Win Your Customers

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

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without…

Are Your Customers Analog or Digital?

Posted in Business Strategy, Customer Experience, Customer Insights, Design Thinking, Experience Design, Innovation, and Technology

My wife called from the garden to my daughter asking for the time. My daughter replied three fifty (3:50). I immediately thought “why didn’t she…

Empathy to Innovation

Posted in Customer Experience, Customer Insights, Design, Design Thinking, Experience Design, and Innovation

Empathy is the tool that we use to gain understanding. Understanding leads to insights. Insight is what informs experiments. Experimentation results in innovation. Empathy is…

Empathy Maps

Posted in Business Strategy, Customer Experience, Customer Insights, Design Thinking, and Experience Design

How do you win the attention of your audience and create content they actually care about? It happens when you take the time to understand…

Customer Engagement and Machine Learning

Posted in Analytics, Customer Experience, Customer Insights, and Data Science

Today’s consumers are overwhelmed by a constant deluge of advertisements and promotions. They are tired of the noise and fatigued by all the product options.…

The Five Phases of Customer Data-Driven Success

Posted in Customer Experience, Customer Insights, and Innovation

In The Continuum of Data-Driven Success, dear friend and colleague, Annette Franz, Founder and CEO of CX Journey, Inc. shares these five phases of customer…

Ethnographic Research is the Key to Really Understanding Your Customers’ Needs

Posted in Customer Experience, Customer Insights, Experience Design, and Innovation

Ethnography is the branch of anthropology that involves trying to understand how people live their lives. Unlike traditional market researchers, who ask specific, highly practical…

Five Tips for Non Directed Interview

Posted in Customer Experience, Customer Insights, Design Thinking, and Experience Design

Interviews are one of the basic methods of requirements gathering, usability testing, and task analysis. In order to remove our personal biases, expectations and opinions…

Customer Obsession Metrics

Posted in Customer Experience, Customer Insights, and Experience Design

We are now living in the ‘Age of the Customer’ where the pace of technologic advancement and customer empowerment continues to disrupt today’s business models.…

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