Blog

Death to Features! Long Live Touchpoints – Interactions, Macro-Interactions and Micro-Interactions

As a longtime advocate of Human-Centered Design, I belong to a group of people who have been desperately trying to get folks to stop thinking about features and instead, think about the human interactions with our brand, products and services. Chris Risdon, at Adaptive Path, did a great job of summing this up in his […]

Why there is so much Bad Design?

I am a firm believer in the Human-Centered Design Process. So, why are there so many bad designs? Here’s why: There was never a Designer involved The Designer was brought in on the project too late There wasn’t a person(s) to implement the design The implementer(s) of the design do not have the right skills […]

And One More Thing… Realizing a Vision of Innovation through Customer Experience

“And one more thing…” is a phrase Steve Jobs famously used in making announcements of products towards the end of his presentations. Steve Jobs also said “We’re gambling on our vision, and we would rather do that than make ‘me too’ products. Let some other companies do that. For us, it’s always the next dream.” […]

Customer Centricity Driven by Next-Generation Analytics

In the FICO Insight whitepaper, When Is Big Data the Way to Customer Centricity? Next-generation analytic learning finds critical insights in an ocean of false clues, Dr. Andrew Jennings, FICO Chief Analytics Officer and Head of FICO Labs, shares that “the real value of Big Data for business is the opportunity to learn about our […]

Customer Centricity Drives Innovation and Agility

Amazon.com has built automated systems that detect when a customer hasn’t paid the lowest available price for a product, or when the playback of a streaming movie is shoddy, and doles out refunds. In one example cited by CEO Jeff Bezos, they detected poor playback for a customer who rented the movie “Casablanca” online and […]

It Doesn’t Pay to Delight a Customer

I recently heard Rick DeLisi, co-author of The Effortless Experience, give a Keynote: All of Your Customers are loyal Right Now. What about Tomorrow? Rick shared that after years of focus on the “above and beyond” service mentality, research of tens of thousands of customers globally across multiple industries and customer types indicates there is […]

You Talk – We Listen – We Act: Transforming Net Promoter from a Survey to a Process

  I recently heard David Deal, Senior Director Marketing at CHEP, speak about their challenges, trials, and triumphs with developing and maintaining their Net Promoter  Score (NPS) program. Here are a few things that David had to share. For starters… you have to ensure that everyone in the organizations understands the relevance. If is not […]

Brand Driven Behavioral Change

As organizations are beginning to realize that for long-term growth, you need long-term customers (advocates) and to have customer advocates, who sell your brand for you and loyally spend more and more dollars for your products and services, you must have people in your organization that are engaged, brand advocates. But how do you do […]

Customer-Centric Culture = Employee-Engaged Organization

I recently heard Joseph Jaffe, author of Z.E.R.O.: Zero Paid Media as the New Marketing Model, speak at a conference and discuss the combined forces of accelerated technology disruption, consumer changes, and innovation evolution affect on the marketing world today. Jaffe warned that if the advertising industry does not adapt, it will result in financial […]

Promoter-Driven Economy and the Next Decade of Innovation in Customer Experience

At Satmetrix’s 8th Annual Net Promoter Customer Experience Conference, Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard shared five predictions for the next decade of NPS and CX: Pricing transparency […]