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.
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
As organizations grow in size and the buying cycle gets more complex, maintaining a one-to-one relationship with prospects and customers at every stage of the buyer’s cycle can be quite an arduous task. It takes years to win a customer. Building a positive customer experience is not an overnight process. You have to spend a
From a recent Forbes.com post What customers want and expect is constantly changing. To stay ahead of the competition, companies need to constantly be finding new ways to serve customers and enhance the customer experience. These 20 companies showcase the freshest examples of customer experience innovation. 1. Mercedes Launches AR Owner’s Manual Car owner’s manuals are
The highest priority of Agile Development is to “Satisfy the customer through early and continuous delivery of valuable software.” Agile Development advocates adaptive planning, evolutionary development, early delivery, and continual improvement, and it encourages rapid and flexible response to change. Agile development achieves these goals through short development cycles called “sprints.” The short time frame
Inspired by the Krebs Cycle for citric acid, Architect, Designer and Associate Professor of Media Arts and Sciences at the MIT Media Lab, Neri Oxman created the Krebs Cycle of Creativity. Ms. Oxman explains that we usually think of Art is for expression, Science is for exploration, Engineering is for invention and Design is for
Friendships are important in work and life. One of the top indicators if someone is engaged at work is if they believe that they have a best friend at work. Gallop research has repeatedly shown a concrete link between having a best friend at work and the amount of effort employees expend in their job.
Contextual inquiry is a semi-structured observational and interview (inquiry) method to understand how and why a prospect or customers uses (existing) or may use (prototype) your solution in the environment that they use it (context). This could be using an appliance in a kitchen, a tool on the shop floor, a device in a lab,
You can now listen to the Easy to Use 2.0 audiobook! Here are few things that folks have been saying about Easy to Use 2.0: “It’s refreshing to see the thoughtfulness and design expertise Sean Van Tyne brings to the enterprise software space. It is a technology category that’s ripe for design-led disruption, and this
According to Greg Chapman, Founder and CEO of The Pocket CMO, ‘customer segmentation provides a comprehensive understanding of your current and potential consumers that produces a variety of rich data including identifying the financially-optimal targets for your brand.’ Greg shares that: “Profiles are built from data. Personas are built from insights. You don’t market to
“Success is a lousy teacher. It seduces smart people into thinking they can’t lose.” – Bill Gates, Founder of Microsoft “Early success is a terrible teacher. You’re essentially being rewarded for a lack of preparation, so when you find yourself in a situation where you must prepare, you can’t do it. You don’t know how.”