Blog

Perceived Affordance and Four Principles of Screen Interface Design

Psychologist James J. Gibson originally introduced the term “Affordance” in his 1977 article “The Theory of Affordances” and elaborated on it further in his 1979 book The Ecological Approach to Visual Perception. Gibson defined affordances as all “action possibilities” latent in the environment, objectively measurable and independent of the individual’s ability to recognize them, but […]

The Whole is Other Than the Sum of the Parts: Principles of Gestalt Perception

I have been running a design review group since 2003. The Customer Experience Special Interest Group meets monthly. At a session, an organization presents its product or service for a free design review. The group reviews the design in terms of business goals and target audience profile. The end result is a list of ways […]

Finally, a body of knowledge guide for Product Management and Marketing!

The Standard for Product Management and Marketing is Here! The Guide to the Product Management and Marketing Body of Knowledge (ProdBOK) is a comprehensive, easy to read standard for product management profession. 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). […]

Learning from Our Customers

I cannot over emphasize the importance of developing prototypes and reviewing them with your target audiences as early and often as possible. 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 […]

Great Customer Experience Should Not be a Public Relations Ploy

Though it is for many companies… This week Jack Cummings shared with us: “I recently had the unhappy experience of calling ATT internet support 8-9 times over a couple of months trying to get my ATT DSL fixed. Unfailingly each different, and they were always different, person to whom I spoke was polite and somewhere […]

The Customer Experience Revolution on The Takeaway with John Hockenberry

  With the announcement on July 29 that retailer Amazon would be adding 7,000 jobs nationwide, Jeofrey Bean appeared on The Takeaway with John Hockenberry to address the question: How has Amazon’s customer service policies contributed to its global success? WNYC is one of the largest news radio stations in the US with over 1 million listeners […]

..and we iterate, again and again and again

Art, music, writing or product design all follow the same creative process. If you are designing visual experiences, listening experiences, reading experience or technology experiences, the process is the same. In Glenn Reid blog, What it’s Really Like Working with Steve Jobs, he explains that: “Iteration. It’s the key to design, really. Just keep improving […]

Customer Satisfaction, Customer Effort and Net Promoter Score: Different Metrics to Measure Different Aspect of your Customer Experience

Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met expectations using a rating scale to measure. It is essential in today’s experience economy for businesses to effectively manage customer satisfaction. CSAT is now a key differentiator and increasingly becoming […]

Getty Center Parking Garage Barrier Bars

Located in Los Angeles, California, the Getty Center is a museum that specializes in pre-20th-century European paintings, drawings, illuminated manuscripts, sculpture, and decorative arts; and 19th- and 20th-century American and European photographs. It is named after famed oilman J. Paul Getty who’s trust funds it. The center is best known for its architecture, gardens, and […]

Customer Conversion from First Time Customer to Advocate

We all want advocates. But advocates just don’t happen – you have to earn them. There needs to more then just consistency and trust for advocacy. To convert your loyal customers to raving fans you must consistently deliver a great experience – better than everyone else… First Time Customers Someone may try your product and/or […]