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Customer Journey Lessons Learned from Salesforce’s ExactTarget

In ExactTarget’s Customer Journey Lessons Learned: Your Guide to Building Lasting Relationships they share: Customers aren’t willing to give their loyalty to brands that don’t understand their tastes and preferences or personalize messages specifically to them. Don’t let data pass you by. Each time a customer interacts with your brand, it’s an opportunity to collect […]

Customer-Centric Transformation for Your Organization

Being Customer-Centric is no longer a “nice to have.” If you don’t start solving your customers’ future problems now – before they become their current problems – someone else will and you will become irrelevant. An organization doesn’t become customer-centric overnight. It is a cultural change that takes clear focus and commitment. To develop, determine […]

Omni-Channels Never Sleeps

Gone are the days of 24 or 48 hour response times. Customers expect instant interactions, whether it is a relevant offer or an answer to a customer service query, and the ability for same-day delivery of items purchased through various channels. Companies like Amazon understand this and have established distribution centers near major metropolises just […]

2013 Temkin Group Net Promoter Score Benchmark Study

Temkin Group just published the Net Promoter Score Benchmark Study, 2013 report. This study of 10,000 U.S. consumers benchmarks Net Promoter® Score (NPS®) for 269 companies across 19 industries. Here are some highlights from the report: USAA earned the highest NPS scores on the list for three of its business—66 for insurance and credit cards and 65 for banking. Other […]

The Four Elements of a Usable Cross-Channel Experience

According to Janelle Estes, we should design for the experience, not the channel. Users engage with organizations across many channels – the web, email, mobile devices, kiosks, online chat, storefronts or service centers, and more. “Users expect companies to provide a usable experience across all channels. Although you may think of various channels within your […]

The Omni-Channel Shopper

According to IDC Retail Insights report “Satisfying the Omni-channel Consumers Whenever and Wherever They Shop” , Multi-Channel Shoppers spend, on average, 15% to 30% more with a retailer than a Single Channel Shoppers – which makes sense, since there are more channels from which to purchase. But the report goes on to state that Omni-Channel […]

Three Tips to Successfully Prototype Your Ideas

In Tim Brown, CEO and president at IDEO, recent LinkedIn post, Why You Should Talk Less and Do More, he states that “Ideas are of little use if they stay put as ideas…” and “Shortening the distance between talking about an idea and prototyping it is key to becoming a successful design thinker.” Tim shares […]

The Omni-Channel Retail Shopping Experience

According to the Retail Info System News’ Omnichannel Rediness October 8, 2013 report, the retailers that deliver the best omni-channel experience – like Apple, Nordstrom and Macy – “enable a seamless shopping experience across channels by integrating services, technologies and processes.” The report goes on to share: Survey respondents say they’re missing out on 6.5% […]

Staging an Experience: Orchestrating Memories from Pine and Gilmore

Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the book, The Experience Economy: Work Is Theater & Every Business a Stage, in April of 1999 with an updated edition in 2011. Pine and Gilmore provide us with the first […]

The Secret to Innovation is Human-Centered Design

Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know this and follow the principles of human-centered design to innovate. Human-Centered Design, as the name implies, is designing solutions around human. It is the process that innovators like Apple and […]