Over the years, I have written blogs on user experience, customer experience, innovation, design thinking, agile development, data science, predictive analytics, AI, personalization, brand, business strategy, product management, emotional connection, design, art, culture, leadership life… and other topics. – Enjoy.
Great problem solvers are made, not born. That’s what McKinsey found after decades of problem solving with leaders across business, nonprofit, and policy sectors. Six mutually reinforcing approaches underly their success: Being Ever Curious A simple technique, worth employing at the beginning of problem solving, is simply to pause and ask why conditions or assumptions
“Experience Management (XM) is all about people. Customers are people. Employees are people. Partners, suppliers, and prospects are all people. Even “organizations,” at the end of the day, are really just large collections of people. Everyone who is creating or consuming experiences is a human being…” – XM institute Before an organization can effectively manage
“Design Thinking is a human centered approach to innovation that draws from the designer’s toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success” -Tim Brown I have been an artist, teacher, technologist, designer and entrepreneur. Everything I have done has been accomplished through design thinking. Not intentionally
In a recent interview with Zoey Chen, assistant professor of Marketing at the University of Miami School of Business and co-author of the Return Trip Effect. Colin Shaw derived these seven steps to create a memorable experience for your customers. Decide what type of memory you want people to have about your experience. Different strategies enhance
Lifetime Value (LTV), sometimes referred to as Customer Lifetime Value (CLV), is the average revenue a single customer is predicted to generate over the duration of their account. Customer Acquisition Cost (CAC) is the average expense of gaining a single customer. The ratio of lifetime value to customer acquisition cost helps you determine how much
I love the Agile development process. I love that there are short development cycles to pivot quickly in these ever-changing markets we are in; continuous reviews with stakeholder to ensure we are delivering the right business value or course correct if needed; and the use of stories to keep the focus on the people who
Voice of the Customer (VoC) programs are great for capturing, measuring, and, ultimately, improving your customer experience. But how do you take those great customer insights and get them from idea to solution? Ideas to improve or enhance an organization’s products and services can come from many sources. Sometimes it’s the people within the organizations
“Power without love is reckless and abusive, and love without power is sentimental and anemic. Power at its best is love implementing the demands of justice, and justice at its best is power correcting everything that stands against love.” ― Martin Luther King Jr “There exists a form of power and intelligence that represents the
Tenacity is the quality of being determined and persistent. I have found tenacity to be a key factor in long-term success. My father grew up during the Great Depression. His father had died when he was young, and he was raised by his single mother, grandmother and sister. Jobs were hard to find but, like
To determine exactly how customer experience affects loyalty, the XM Institute recently (December 2019 report) asked 10,000 U.S. consumers about both their experiences with and their loyalty to 294 U.S. companies across 20 industries, and then they analyzed their responses. The results show improved CX correlates to increase purchases and make recommendations: Purchase more from
Generation Z, is the youngest, most ethnically-diverse, and largest generation in American history, comprising 27% of the US population. Pew Research recently defined Gen Z as anyone born after 1997. Gen Z grew up with technology, the internet, and social media, which sometimes causes them to be stereotyped as tech-addicted, anti-social, or “social justice warriors.” Millennials currently hold the
Customer experience is a global principle. Although it might look different in each location, the concept is always the same: customers want to be valued and should be central to a brand. These 25 companies around the world each demonstrate a quality customer experience in their own way to build customer satisfaction and loyalty. Countdown