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Category: Customer Experience

Increase Quality and Time to Market with Rapid Prototyping

Posted in Agile, Business Strategy, Customer Experience, Design, Design Thinking, Experience Design, Innovation, and Technology

Markets are changing faster than ever. Driven by expediential changes in technology, customers want more personalized experiences and they want it now. How do you…

The ProductCamp San Diego Experience, Small Tasks and Backup Plans

Posted in Business Strategy, Customer Experience, Experience Design, and Product

We held our first product camp in San Diego a couple weeks ago. It was a great event. I was impressed by the turnout and…

Brand Asset Valuator

Posted in Brand, Brand Experience, Business Strategy, and Customer Experience

Brand Asset Valuator (BAV) is a metric applied for the measurement of brand value of an entity. BAV was developed by Young and Rubicam. BAV…

Technologies That Could Soon Enhance You in Body and Mind

Posted in AI, Customer Experience, Experience Design, Innovation, Medical Devices and Technology, and Technology

Here comes the future! Are you ready for augmented vision, brain-computer interface and the end of personal computers and smartphones? From Elise Bohan, 10 Human…

Customer Journey Map Metrics

Posted in Brand, Brand Experience, Business Strategy, Customer Experience, and Customer Insights

Customer journey maps are a visualization of the journey that your customers go through to understand and engage with your organization. They tell a story…

Self-Transcendence, Maslow’s Hierarchy of Needs and the Experience Economy

Posted in Customer Experience, and Experience Design

Maslow’s Hierarchy of Needs Maslow’s hierarchy of needs was first proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation” in Psychological…

An Experience is More Than What it Looks Like

Posted in Brand Experience, Customer Experience, Design, and Experience Design

Visual appearance is important. Studies have shown that if your product appears professional, customers are more likely to fault themselves for usability issues versus the…

Authenticity, Your Brand Promise and Experience

Posted in Brand Experience, Business Strategy, Customer Experience, and Experience Design

I was having coffee with my good friend, Mark Tomaszewicz, Chief Experience Officer at Bulldog Drummond. Mark was sharing with me this idea that at the…

Mental Models

Posted in Customer Experience, Customer Insights, Design, Design Thinking, Emotional Design, Experience Design, and Innovation

Mental models are psychological representations of real, hypothetical, or imaginary situations. They were first postulated in the late 1800’s by the American philosopher Charles Sanders…

Capture the Hearts to Change the Minds and Win Your Customers

Posted in Customer Experience, Customer Insights, Emotional Design, and Experience Design

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without…

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