Browsing the archives for the custmer experience tag

25 Best Practices to Employee Engagement

9 Dec, 2012 in Culture, Customer Experience, Leadership, Uncategorized, Voice of the Custostomer by

The Temkin Group recently published The Five I’s of Employee Engagement. As recent research has shown us the direct correlation between employee engagement, customer loyalty and profitability, this report spells out the 25 best practices based on interviews with companies that lead in this area. Here are the results: Inform 1. Follow a thorough communication [...]

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The TEDxSanDiego Experience

2 Dec, 2012 in conferences, Culture, Experience Design by

TED is a nonprofit devoted to “ideas worth spreading” – amazing talks by remarkable people, free to the world. It started as a conference bringing together people from Technology, Entertainment, and Design and has grown to include the TED Talks video site, annual TED Prize, TED Fellows, TEDx programs, and more. TEDx programs are designed [...]

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To Maintain Quality, We Must Do Some Pruning

18 Nov, 2012 in Customer Experience, Leadership, Uncategorized by

Jason Fried, of 37 Signals, wrote this in his recent blog, Pruning: Making room for something new: “It’s so easy to create (because creating is fun), but it’s also easy to ignore (because ignoring doesn’t involve work). Over time, if you create too much and don’t clean it up, you can lose control over quality. Quality, [...]

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Your Product’s Personality Can Create Meaning, Trust and Loyal Customers – or Not

11 Nov, 2012 in Brand, Customer Experience, Emotional Design, Experience Design, Uncategorized by

In their recent post, Emotion Communicates Personality, Forms Relationships and Creates Meaning, Trevor van Gorp and Edie Adams share with us that: “Regardless of whether you intentionally give your product a personality, people will perceive a personality.” Not surprising, van Gorp and Adams’ research find that we tend to purchase products that seem to have [...]

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Lessons From Apple: Schedule-driven release produces half-baked products and kills innovation

4 Nov, 2012 in Career Advice, Customer Experience, Experience Design, Leadership, Uncategorized by

In the October 29 post by Om Malik, From inside Apple, the Scott Forstall fallout at Gigaom.com,Om shares: “Unlike in the Jobs era, when the company would ship features when they were ready for primetime, a culture of schedule-driven releases has become commonplace. The time-based schedule is one of the reasons why Siri and Maps [...]

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Big Data, Analytics, SaaS and the Experience

28 Oct, 2012 in Analytics, Brand, Experience Design, mobile, Uncategorized, UX and Analytics by

We are seeing the blooming of the Experience Economy in the Information Age. There is so much information we have create Big Data. The trend to larger data sets is due to the additional information derivable from analysis of a single large set of related data. Data sets grow in size in part because they [...]

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Finding Success with Your Customer Experience: An Interview with Lacey Grey, one of the first Chief Customer Officers in the US

22 Oct, 2012 in Customer Experience, Uncategorized by

Lacey Grey is a Customer Management executive and one of the first Chief Customer Officers in the US.   Grey is currently the principal at Customer Value Growth, an umbrella company formed by Grey for her consulting efforts with global companies in some stage of the customer centric journey.  Prior to Customer Value Growth, Grey [...]

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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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Customer Experience Balanced Scorecard

30 Sep, 2012 in Analytics, Customer Experience, UX and Analytics, Voice of the Custostomer by

An organization’s Balance Scorecard should include customer experience metrics along with productivity, quality, and agility to continuously improve cross-functional business processes that map to your overall financial performance goals. Customer Experience metrics may include: service quality index, quantity of complaints, service level compliance, Net Promoter Score, and more. The data from Voice of the Customer [...]

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Customer Experience is the Only Thing that Matters

16 Sep, 2012 in Customer Experience, Experience Design, Leadership by

In Augusts issue of Fast Company magazine, Harley Manning wrote and article entitled “Why Customer Experience Is The Only Thing That Matters.” In this article, Manning explains how we have evolved from a manufacturing economy to distribution to the information age to age of the customer. Manning explains that “from 1900 to 1960 we were [...]

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