“Amazon fundamentally changed the way that people interact and expect to interact with all online providers… When you have a company that sets the new bar on expectations, it sets the bar for every company.” – Gina Pingitore, J.D. Power’s Chief Research Officer, The Customer Experience Revolution Consumers are no longer comparing companies by markets. [...]

The Cal State Fullerton’s Mihaylo College of Business, the #5 business school in the US, User Experience and Usability Certificate program textbook is The Customer Experience Revolution. Jeof and I will be guest lectures February 18th. I hope those students are ready for us.

The Customer Experience Special Interest Group‘s  2012 calendar has been posted! The calendar is subject to change – so you may want to join their email list to receive the latest meeting announcement. It looks like there will be some interesting organizations sharing how they determine, develop and deliver their customer experience: January: JoynIn February: rippoll March: SwoopThat April: Pro [...]

Accessibility is a general term used to describe the degree to which a product, device, service, or environment is available to as many people as possible. Accessibility can be viewed as the “ability to access” and possible benefit of some system or entity. Accessibility is often used to focus on people with disabilities or special [...]

Satisfaction/Value – this charts what customers’ ranked as most valued and most dissatisfied. Items that are most valued and most dissatisfied are where we should concentrate our time fixing. On the contrary, items that our customers don’t value but are satisfied with we should stop spending time on. Items that our customers don’t value and [...]