Sean Van Tyne 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 … Read more
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 … Read more
In Hugh Macleod’s blog “Your customer won’t take a bullet for you” (love that title), he states that “If you want to benefit from a customer’s loyalty, you can’t bribe it, you must earn it. Deserve it. Focus not on upgrading your product but upgrading your user’s capabilities.” Hugh goes on and states that “Instead … Read more
Service design is the process of organizing people, infrastructure, communication and the other various components of a service. Good service designs improve the quality of the interaction between services and their customers. This method is focused on designing experiences according to the needs of customers so that the service is effective, efficient, competitive, relevant, and … Read more
Wayfinding encompasses all of the ways in which people and animals orient themselves in physical space and navigate from place to place. Historically, wayfinding refers to the techniques used by travelers over land and sea to find relatively unmarked and often mislabeled routes. Urban planners borrowed the term in the 1960s, where they defined wayfinding as … Read more
Becky Carroll’s book, The Hidden Power of Your Customers, is not another “customer service” book. Becky reminds us that “a bird in the hand is worth two in the bush” – that businesses should not let the allure of new customers keep them from fully realizing the power of existing customers and clients. Current customers … Read more
According to Forrester, 86% of companies say customer experience is a top strategic priority; 76% seek to differentiate based on customer experience; 46% have a company-wide program for improving customer experience currently in place and another 30% are actively considering it. What is the right customer experience strategy for your company? Again, according to Forrester, … Read more
I don’t need to tell you that industry research studies have found that the average company provides a customer experience that’s mediocre at best and infuriating at worst. We have all been on the receiving end of mediocre experience or worse. Now days, we all know that designing interactions to meet or exceed expectations will … Read more
I have had a fascination with color and culture for most of my life. From color theory to ethnography, it is all so interesting! And important when you are designing anything for people! They are both complex and the intersection can be integrate. Here is one of the best data visualizations that I have ever seen on this. … Read more
Accessibility is a general term used to describe the degree to which a product, device, service, or environment is available to as many people as possible. Accessibility can be viewed as the “ability to access” and possible benefit of some system or entity. Accessibility is often used to focus on people with disabilities or special … Read more
When iteratively designing and evaluating experiences, the order in which you do this is very important. It starts with content – you must have the content to design the information architecture. I remember learning this lesson when, at one company, Marketing was looking for our Art Director to start creating comps for our next generation … Read more
“Most regrets, by the way, are acts of omission and not commission. If you do bad things, if you go murder somebody, that would be bad and that would be an act of commission that you would regret. But most everyday, ordinary non-murderers, when they’re 80 years old, their big regrets are omissions.” – Jeff … Read more