Browsing the archives for the custmer experience tag
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 [...]
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 [...]
“The Customer Experience Revolution is a book that everyone who wants to succeed in business must read.” — Todd Robinson, Founder and Former Chairman, LPL Financial “Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, Smartphone, food service and driver [...]
If you are designing experiences for services then you will need service designers. If it is a space or counter experience then it may include training, architecture, interior design, display design, wayfinding and more. If you are designing experience for a product and that product is a device then you may include industrial designers and [...]
The Software Development Evolution Conference was great – great speakers, great atmosphere, great networking! To keep the conversations going, they created a SDEC LinkedIn group. Please check it out. …and my presentations are here.
The Software Development Evolution Conference 2011 will be giving pre-order vouchers of The Customer Experience Revolution as prizes!
Almost 800,000 apps have been developed for the Apple and Android app stores. Of these, 1 in 4 were downloaded and used just once. With so many apps out there, how do you make sure your app stands out and is used regularly? Our panelists will discuss three key areas to ensure that your application [...]
We sold our first order of The Customer Experience Revolution at last week’s User eXperience Special interest Group! I am happy that it was one of our own UXers that bought the first book! You can order yours at www.cxrevolution.com.
Jeofrey Bean of Del Mar Research and I are putting the final edits on our new book, The Customer Experience Revolution. It will be available January 2012. Jeof and I have interviewed folks who have shared their talents with Xerox PARC, Apple, Google, Netflix, Yahoo!, Amazon.com, JD Powers and more to gain insights into how great companies [...]
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 [...]
