Skip to content

Category: Uncategorized

Omni-Channels Never Sleeps

Posted in Uncategorized

Gone are the days of 24 or 48 hour response times. Customers expect instant interactions, whether it is a relevant offer or an answer to…

2013 Temkin Group Net Promoter Score Benchmark Study

Posted in Uncategorized

Temkin Group just published the Net Promoter Score Benchmark Study, 2013 report. This study of 10,000 U.S. consumers benchmarks Net Promoter® Score (NPS®) for 269 companies across 19 industries. Here…

The Four Elements of a Usable Cross-Channel Experience

Posted in Uncategorized

According to Janelle Estes, we should design for the experience, not the channel. Users engage with organizations across many channels – the web, email, mobile…

The Omni-Channel Retail Shopping Experience

Posted in Uncategorized

According to the Retail Info System News’ Omnichannel Rediness October 8, 2013 report, the retailers that deliver the best omni-channel experience – like Apple, Nordstrom…

The Two Laws of User Interface Design According to Jef Raskin Apply to Experience Design

Posted in Uncategorized

Jef Raskin is probably best known for starting the Macintosh project at Apple in the late 1970s. He was awarded a National Science Foundation grant…

The Customer Experience Revolution on The Takeaway with John Hockenberry

Posted in Uncategorized

  With the announcement on July 29 that retailer Amazon would be adding 7,000 jobs nationwide, Jeofrey Bean appeared on The Takeaway with John Hockenberry to address…

..and we iterate, again and again and again

Posted in Uncategorized

Art, music, writing or product design all follow the same creative process. If you are designing visual experiences, listening experiences, reading experience or technology experiences,…

Customer Conversion from First Time Customer to Advocate

Posted in Uncategorized

We all want advocates. But advocates just don’t happen – you have to earn them. There needs to more then just consistency and trust for…

The Touch Experience

Posted in Uncategorized

A few weeks ago, John White interviewed me for a white paper that he is doing on touch. I didn’t think I would have much…

Customer Experience Strategy, Measurement, and People

Posted in Uncategorized

In Ian Golding’s blog STRATEGY – MEASUREMENT – PEOPLE, he provides a simple framework for managing customer experience. Here’s how Ian breaks it down: Strategy…

%d bloggers like this: