Browsing the archives for the Books category

User Experience and the Product Management Body of Knowledge.

13 Jan, 2013 in Books, Career Advice, Experience Design, Leadership by

The ProdBOK is an industry-wide effort to standardize the practice of product management sponsored by the Association of International Product Management and Marketing (AIPMM) that comes out this spring. I was one of the authors – providing an introduction to user experience (UX) for product management; describing the integration of UX activities into the overall [...]

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User Experience and the Product Management and Marketing Body of Knowledge

6 Jan, 2013 in Books, Career Advice, Customer Experience, Experience Design, Uncategorized by

Last year I was invited to be a contributing writer for the Product Management and Marketing Body of Knowledge® (ProdBOK®). What started as an integration of user experience best practices into the product management and marketing process grew to writing additional sections on user experience (UX) method and “UX 101 for product management and marketing.” [...]

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Commit to the Customer – not the Technology

7 Oct, 2012 in Books, Customer Experience, Experience Design, mobile by

One of our greatest challenges in designing the best experiences for our customers is not letting the technology limitation determine the customer experience. When organizations commit to the technology instead of committing to the customers – everyone loses. In this age of the experience economy, this can mean the end for organizations that do not [...]

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Outside In

9 Sep, 2012 in Books, Brand, Customer Experience, Experience Design by

Determining, developing and delivering your customer experience is an Outside-in process. Too many companies make the mistake of thinking that they know what is best for their customers. Oftentimes they may think that by asking their customers for input  they will no longer be perceived as being the expert. As the experience leaders know, these [...]

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Companies are increasing their Focus on Customer Experience

12 Aug, 2012 in Books, Customer Experience by

“Companies are increasing their focus on customer experience (CX) as they discover its link to loyalty and overall business results. This growing discipline around CX management is creating different stages of evolution. We’ve passed through the initial phases of CX Intrigue and CX Exuberance and have entered into the era of CX Professionalism. As firms [...]

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The Customer Experience Revolution, June 14 at Sheppard Mullin, San Diego, CA

3 Jun, 2012 in Books, Brand, Customer Experience, Event, Experience Design by

DATE: Thursday, June 14, 2012 TIME: 5:30 pm – 6:00 pm – Registration, Networking and Refreshments, 6:00 pm – 7:30 pm – Program PLACE: Sheppard Mullin, 12275 El Camino Real, Suite 200, San Diego FEE: Members – $35.00, Non-members – $45.00 Register for the event The Customer Experience Revolution – Lessons about different and better [...]

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Customer Experience is Critical to the Long Term Success of Business Today

25 Mar, 2012 in Books, Customer Experience by

“Creating an exceptional customer experience is critical to the long term success of business today. The Customer Experience Revolution contains a treasure trove of vignettes highlighting companies that really understand what it takes to improve customer relationships via a stellar experience. Gems and nuggets abound for the savvy business that wants to focus on their [...]

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A Superior Customer Experience beats the Vortex of Commoditization

18 Mar, 2012 in Books, Customer Experience by

“Across industries we’re approaching the ‘Vortex,’ a feature horizon whereby winning customers and growing business is no longer a function of new features but something else entirely. Filled with accessible and thought-provoking examples, The Customer Experience Revolution demonstrates how organizations both large and small must engage with their customers to prevent commoditization and sustain a [...]

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The Secret to Success to Creating an Excellent Customer Experience

4 Mar, 2012 in Books, Customer Experience, Event, Uncategorized by

Whitney Quesenbery, author of Storytelling for User Experience and Global UX, says about The Customer Experience Revolution:  “Van Tyne and Bean explore case studies of some of today’s most successful companies. As they look at their business, marketing and product design, it becomes clear that the secret to success is to put the entire organization [...]

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The Next Generation of Customer Experience Leaders

26 Feb, 2012 in Books, Customer Experience, Event, Experience Design, Quotes by

“This is the best business book in years! Bean and Van Tyne do a brilliant job of analyzing what winners do to create a world-class customer experience. They spell out the winning steps so you can implement them in your business. If you want to increase sales and customer satisfaction and, at the same time, [...]

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