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Category: Voice of the Custostomer

Experience Design, Machine Learning and the Platinum Rule

Posted in Analytics, Experience Design, UX and Analytics, and Voice of the Custostomer

The Golden Rule or law of reciprocity is the principle of treating others as one would wish to be treated. It is a maxim of altruism seen in many religions and cultures. Simply…

Lean UX

Posted in Agile, Experience Design, Technology, and Voice of the Custostomer

Inspired by Lean and Agile development theories, Lean UX focuses on the actual experience being designed, rather than deliverables (an updated edition came out this…

Joint Application Design

Posted in Business Strategy, Customer Experience, Design, Experience Design, Technology, and Voice of the Custostomer

IBM formalized the Joint Application Design process in 1974. In JAD, customers and end-users jointly define and design their solution with the solution provider that…

Do You Have the Right User Experience Strategy and are You Spending Your UX Dollars Wisely?

Posted in Business Strategy, Customer Experience, Event, Experience Design, and Voice of the Custostomer

Forrester Research, research has shown that 70% of projects fail due to lack of user experience and every dollar invested in UX brings 100 dollars…

How to Win I-Want-To-Buy Moments

Posted in Analytics, Brand, Customer Experience, Design Thinking, Experience Design, and Voice of the Custostomer

In a Think with Google I-Want-to-Buy Moments: How Mobile Has Reshaped the Purchase Journey blog, they shared five tips to win micro-moments. I supplemented them…

Tailor Customer Insights to Prioritize Actions

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

Just as we discussed how to chart satisfaction and value, you can do the same with tailoring your customer insights to prioritize actions. Somewhat like…

Word of Mouth Strategies and Tactics

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

Source: Modern Comments Customer Feedback Stats From Medipost’s Let’s Rethink How Advertising Works: “As far back as 1966 the phrase “word of mouth advertising” was…

Contextual Design

Posted in Customer Experience, Design, Design Thinking, Innovation, and Voice of the Custostomer

Contextual Design is a process that includes methods to: collect data about people in context of their intents, desires, and drivers; interpret and consolidate that…

Behavioral Data Insights Drive Personalized, Contextually Relevant Experiences

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

Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation…

Context Brokering: The Secret to Personalized Brand Experiences

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

From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies…

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