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Category: Customer Experience

Customer Experience Satisfaction, Loyalty and Advocacy Questions

Posted in Customer Experience

When measuring your customer experience, there are three questions that you may ask your customer that will give you insight into their satisfaction, loyalty and…

Customer Experience, Brand and that Emotional Connection

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

“Where does your brand begin and end? Where does your marketing stop and delivering online start? With cloud computing, online purchases, SAAS use, and live…

Companies that delight their customers outperform their peers

Posted in Books, Customer Experience, and Experience Design

According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about.…

Customer Experience and Creating a Voice of the Customer Program

Posted in Customer Experience

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…

Making Peoples’ Lives Better is Good Business

Posted in Customer Experience

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…

Service Design Customer Experience

Posted in Customer Experience

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…

Wayfinding and Customer Experience

Posted in Customer Experience

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 Hidden Power of Your Customers

Posted in Customer Experience

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…

Your Customer Experience Strategy and Journey Maps

Posted in Customer Experience

According to Forrester, 86% of companies say customer experience is a top strategic priority for 2011; 76% seek to differentiate based on customer experience; 46%…

Design Experiences to Exceed Expections

Posted in Customer Experience

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…

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