Daniel Burrus, shares with us in his post, The new Golden Rule in business is this: Give your customers the ability to do what they can’t currently do but would want to if they only knew it was possible, that… “To survive and thrive, look into your customers’ visible future… See what problems they are [...]
Browsing the archives for the market analysis tag
Customer Enchantment: An Interview with Bob Caruso
21 Apr, 2013 in Customer Experience, Emotional Design, Quotes, Service Design, Voice of the CustostomerBob Caruso is a Managing Director at Endeavor Management bringing over 20 years’ experience in reinventing, redefining and energizing customer experiences. He’s been a part of the irreversible power shift in the relationship between customers and service or product providers and to the complex personalized experiences of today. As an alumnus of powerful global consultancies, [...]
The Four Customer Experience Core Competencies
10 Feb, 2013 in Brand, Culture, Customer Experience, Emotional Design, Experience Design, Leadership, Service Design, Voice of the CustostomerIn the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The report focuses on these four competencies: Purposeful Leadership: Companies need to make sure that all of their HR practices reinforce the company’s purpose. Tony Hsieh, the CEO of Zappos, explained [...]
Customer Experience Design Best Practices for Mobile
3 Feb, 2013 in Customer Experience, Experience Design, mobileForrester (and others) have put out some useful tips for designing experiences for mobile including Mobile App Design Best Practices and Best Practices in Mobile Banking. What I like best is seeing the fundamentals of experience design being applied to mobile. Here some basics: Take a Systematic Approach to Understanding Your Customers Success in designing [...]
The Tablet is now the Preferred Device for Reading and Writing Emails
27 Jan, 2013 in Analytics, Brand, Customer Experience, Experience Design, mobile, Voice of the CustostomerA new research study finds that majority of iPad owners say it is their preferred device for reading and writing email. The survey was conducted online in the second half of 2012 among 4,400 adults aged 18 plus, of which 66 percent were women. The study found that the most preferred device for reading emails [...]
User Experience and the Product Management Body of Knowledge.
13 Jan, 2013 in Books, Career Advice, Experience Design, LeadershipThe ProdBOK is an industry-wide effort to standardize the practice of product management sponsored by the Association of International Product Management and Marketing (AIPMM) that comes out this spring. I was one of the authors – providing an introduction to user experience (UX) for product management; describing the integration of UX activities into the overall [...]
Customer Experience Lessons from the ABCs of Life from Annette Franz Gleneicki
23 Dec, 2012 in Brand, Customer Experience, Leadership, Voice of the CustostomerAnnette Franz Gleneicki shared this post, this last Tuesday, December 18, 2012, on her blog, CX Journey and I had to past it along. As Annette states, “There are a lot of general life lessons that can be applied to the world of customer experience.” Here are the ABCs she shared: Accept Differences: Customers are [...]
To Maintain Quality, We Must Do Some Pruning
18 Nov, 2012 in Customer Experience, Leadership, UncategorizedJason 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, [...]
Your Product’s Personality Can Create Meaning, Trust and Loyal Customers – or Not
11 Nov, 2012 in Brand, Customer Experience, Emotional Design, Experience Design, UncategorizedIn 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 [...]
Customer Experience Balanced Scorecard
30 Sep, 2012 in Analytics, Customer Experience, UX and Analytics, Voice of the CustostomerAn 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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Give the Moment What the Moment Needs | Sean Van Tyne: [...] This also applies to what we do as ex...
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