Sean Van Tyne 
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 … Read more
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 … Read more
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 … Read more
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 … Read more
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 … Read more
Determining, developing and delivering your customer experience is an Outside-in process. Too many companies make the mistake of thinking that they know what is best for their customers. Oftentimes they may think that by asking their customers for input they will no longer be perceived as being the expert. As the experience leaders know, these … Read more
In their August 20 post this past week, To Encourage Innovation, Eradicate Blame, Ken and Scott Blanchard share that “We know that the most innovative environments are those where people are allowed to learn from past mistakes, grow, develop, and improve. That’s what evolution and innovation look like. That’s how Thomas Edison was able to … Read more
In the Temkin Group Insight Report: The Future of Customer Experience, Bruce Temkin shares the six stages of CX maturity: Ignore: Company does not see customer experience as a key differentiator. Explore: An ad-hoc group is established to understand how the company can improve customer experience. Mobilize: A full-time executive leads the effort to improve … Read more
“Companies are increasing their focus on customer experience (CX) as they discover its link to loyalty and overall business results. This growing discipline around CX management is creating different stages of evolution. We’ve passed through the initial phases of CX Intrigue and CX Exuberance and have entered into the era of CX Professionalism. As firms … Read more
“Apple has been held up as the definitive example of how to integrate a brand and its products and services to create an extraordinary company. The stock market, the ultimate arbiter of American business success, now places more value on a design-driven company…” – Reuben Steiger, Great Brands Are About Fusing Product And Service. How Do … Read more
Users are not designers. You can ask them what they want but they can only give you insight into the incremental improvement that they are concerned with their immediate needs. They do not have your aggregated insight that you have across your customers and new technologies. Designers are not users. They may guess what users … Read more
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 … Read more