When our experience design team is creating solutions – and that is exactly what great experience designs do – we ask ourselves three questions: What market problem are we solving? What customer pain are we relieving? What user goal are we achieving? It all starts with the marketplace. What is going on in the market … Read more
“Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend.” – The Temkin Group ROI of Customer Experience report This March of 2012 report provides analysis of 10,000 US consumers and 3,000 UK … Read more
If you want a customer-centric company then you need to create a customer-centric culture. You need to create an environment in which your employees are empowered to be customer advocates – where they know they can make crucial customer decisions on their own that the company will support. This culture does not happen by chance. … Read more
“Creating an exceptional customer experience is critical to the long term success of business today. The Customer Experience Revolution contains a treasure trove of vignettes highlighting companies that really understand what it takes to improve customer relationships via a stellar experience. Gems and nuggets abound for the savvy business that wants to focus on their … Read more
“Across industries we’re approaching the ‘Vortex,’ a feature horizon whereby winning customers and growing business is no longer a function of new features but something else entirely. Filled with accessible and thought-provoking examples, The Customer Experience Revolution demonstrates how organizations both large and small must engage with their customers to prevent commoditization and sustain a … Read more
Whitney Quesenbery, author of Storytelling for User Experience and Global UX, says about The Customer Experience Revolution: “Van Tyne and Bean explore case studies of some of today’s most successful companies. As they look at their business, marketing and product design, it becomes clear that the secret to success is to put the entire organization … Read more
“This is the best business book in years! Bean and Van Tyne do a brilliant job of analyzing what winners do to create a world-class customer experience. They spell out the winning steps so you can implement them in your business. If you want to increase sales and customer satisfaction and, at the same time, … Read more
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 advocacy. The standard “How satisfied are you with…” is always good way to measure basic satisfaction. When compared to “How much do you value…” – you gain tremendous insight. If … Read more
“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 support in social forums, can you even define where your product experience begins and ends? These days you cannot and should not even try. Successful companies have prospered in response … Read more
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. Larry was one of the researchers at PARC (Palo Alto Research Center Incorporated) back in the 70’s. PARC, if you didn’t know, has been responsible for such well known and … 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