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Category: Customer Insights

Multisensory Experience Design Research Methods

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

Experience design as a discipline runs the gambit from human factors to fine arts. We experience reality from a variety of senses. As experience designers,…

A Customer Journey Map Workshop

Posted in Brand, Conference, Customer Experience, Customer Insights, and Voice of the Custostomer

Just last week I ran a customer journey map (CJM) workshop at FICO World 2014. I always enjoy the enthusiasm for customers and engagement around…

Designing a Consumer Product Packaging Experience

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

“We know that consumer purchase decisions are often made quickly and subconsciously, but there are opportunities where it’s possible to influence a consumer’s perception of…

Four Must Dos for your VoC Program

Posted in Customer Experience, Customer Insights, and Voice of the Custostomer

From mycustomer.com’s Voice of the Customer measurement: Which metrics are right for you? by Stacey Nevel, here are four “must dos” for a successful Voice Of the Customer (VoC)…

Data to Delight in the Age of the Customer

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

We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A…

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

Posted in Books, Brand, Conference, Customer Experience, Customer Insights, Experience Design, Innovation, Leadership, and Service Design

Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate…

Designing Experiences for E-Commerce Shoppers

Posted in Customer Experience, Customer Insights, and Experience Design

The Nielsen Norman Group has identified five types of e-commerce shoppers: Product-focused shoppers know exactly what they want. They only want to locate the product,…

The Customer Experience Revolution – The Trailer

Posted in Books, Career Advice, conferences, Customer Experience, Customer Insights, Emotional Design, Experience Design, Innovation, and Leadership

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes…

Experience Innovation – Going beyond Product and Service and Re-Imagining the Customer Journey

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

In FastCo.Design’s Move over Product Design, UX is the Future, Rick Wise, CEO LIppicott, shares: “Today’s enlightened leaders are achieving success by crafting the entire…

Considering New Technologies in Designing the Mobile Experience

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

A phenomenal amount of innovation is happening at the forefront of mobile engagement. From wrist bands to smart pills, we are seeing the use of…

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