In an interview for June 2000 interation magazine, Dr. Donald Norman stated: “I don’t like the term ‘usability,’ and I don’t want to be called an ‘HCI expert.’ I believe that what’s really important to the people who use our products is much more than whether I can use something, whether I can actually click [...]
Browsing the archives for the product development tag
Leading Customer Experience Organizations Have Great Culture
17 Jun, 2012 in Culture, Customer Experience, Leadership, UncategorizedBefore you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences. Here are some basics from Erika Andersen’s Forbes post Why Top Talent Leaves: Top 10 Reasons Boiled Down to 1: Not easy, mind you, but remarkably simple. If you want [...]
Customer Journey Maps, Customer Profiles and Touch Points
10 Jun, 2012 in Culture, Customer Experience, Emotional Design, Experience DesignCustomer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey map is a tool to measure your customers’ satisfaction, loyalty and advocacy to create sustainable long-term revenue. Consumer behavior is driven by the innate human need to satisfy identifiable as [...]
The Customer Experience Revolution, June 14 at Sheppard Mullin, San Diego, CA
3 Jun, 2012 in Books, Brand, Customer Experience, Event, Experience DesignDATE: Thursday, June 14, 2012 TIME: 5:30 pm – 6:00 pm – Registration, Networking and Refreshments, 6:00 pm – 7:30 pm – Program PLACE: Sheppard Mullin, 12275 El Camino Real, Suite 200, San Diego FEE: Members – $35.00, Non-members – $45.00 Register for the event The Customer Experience Revolution – Lessons about different and better [...]
Designing Great Customer Experiences with the Power of A/B Testing
27 May, 2012 in Brand, Customer Experience, Experience Design“Over the past decade, the power of A/B testing has become an open secret of high-stakes web development. It’s now the standard (but seldom advertised) means through whichSilicon Valleyimproves its online products. Using A/B, new ideas can be essentially focus-group tested in real time: Without being told, a fraction of users are diverted to a [...]
The Power and Financial Value of Designing a Great Customer Experience
20 May, 2012 in Brand, Customer Experience, Emotional Design, Experience DesignGreat designs create elegant and meaningful experiences for customers. And the design-oriented organizations understand the financial value of this: “Apple, the epitome of a design-led organization, now has a market capitalization of $570 billion, larger than the GDP of Switzerland. Its revenue is double Microsoft’s, a similar type of technology organization but one not truly [...]
Inspire the Creation of Great Experiences
13 May, 2012 in Culture, Customer Experience, Experience Design, Leadership, QuotesThere’s work and there’s your life’s work. The kind of work that has your fingerprints all over it. The kind of work that you’d never compromise on. That you’d sacrifice a weekend for. You can do that kind of work at Apple. People don’t come her to play it safe. They come here to swim [...]
Customer Experience is a Journey – Not a Destination
6 May, 2012 in Brand, Culture, Customer ExperienceToo few companies are even managing their customer experiences. Customers are having experiences with their brand, message, and business – but they are not listening. A few companies understand the importance of purposely determining, developing and delivering a great experience for their customers. They also understand that this is a continuous process that requires dedication. [...]
A Modest Increase in Customer Experience can Result in Significant Gains
8 Apr, 2012 in Analytics, Customer Experience“Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend.” – The Temkin Group ROI of Customer Experience report This March of 2012 report provides analysis of 10,000 US consumers and 3,000 UK [...]
Customer Experience is Critical to the Long Term Success of Business Today
25 Mar, 2012 in Books, Customer Experience“Creating an exceptional customer experience is critical to the long term success of business today. The Customer Experience Revolution contains a treasure trove of vignettes highlighting companies that really understand what it takes to improve customer relationships via a stellar experience. Gems and nuggets abound for the savvy business that wants to focus on their [...]
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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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