Browsing the archives for the Customer Experience category
When measuring your customer experience, there are three questions that you may ask your customer that will give you insight into their satisfaction, loyalty and advocacy. The standard “How satisfied are you with…” is always good way to measure basic satisfaction. When compared to “How much do you value…” – you gain tremendous insight. If [...]
“Where does your brand begin and end? Where does your marketing stop and delivering online start? With cloud computing, online purchases, SAAS use, and live support in social forums, can you even define where your product experience begins and ends? These days you cannot and should not even try. Successful companies have prospered in response [...]
According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about. Larry was one of the researchers at PARC (Palo Alto Research Center Incorporated) back in the 70’s. PARC, if you didn’t know, has been responsible for such well known and [...]
Please join Jeofrey Bean, Dr. Joely Gardner and me this Wednesday, January 18th for the TechBiz Connection Website Usability LIVE in Irvine, California: YOU GOT THEM TO YOUR SITE, BUT THEN WHAT? Live Site Reviews to Improve User Experience. It is surprising to find out about what both web designers and marketers often miss, which [...]
Vovici, provider of enterprise feedback management solutions, has an exclusive whitepaper, Getting Behind the Customer Experience Wheel, where they describe how to create a Customer Journey Map and a “Customer Experience Wheel” as part of creating a Voice of the Customer program. The whitepaper states, “Research reveals that having a centralized customer experience team and [...]
In Hugh Macleod’s blog “Your customer won’t take a bullet for you” (love that title), he states that “If you want to benefit from a customer’s loyalty, you can’t bribe it, you must earn it. Deserve it. Focus not on upgrading your product but upgrading your user’s capabilities.” Hugh goes on and states that “Instead [...]
Service design is the process of organizing people, infrastructure, communication and the other various components of a service. Good service designs improve the quality of the interaction between services and their customers. This method is focused on designing experiences according to the needs of customers so that the service is effective, efficient, competitive, relevant, and [...]
Wayfinding encompasses all of the ways in which people and animals orient themselves in physical space and navigate from place to place. Historically, wayfinding refers to the techniques used by travelers over land and sea to find relatively unmarked and often mislabeled routes. Urban planners borrowed the term in the 1960s, where they defined wayfinding as [...]
Becky Carroll’s book, The Hidden Power of Your Customers, is not another “customer service” book. Becky reminds us that “a bird in the hand is worth two in the bush” – that businesses should not let the allure of new customers keep them from fully realizing the power of existing customers and clients. Current customers [...]
