One of our greatest challenges in designing the best experiences for our customers is not letting the technology limitation determine the customer experience. When organizations commit to the technology instead of committing to the customers – everyone loses. In this age of the experience economy, this can mean the end for organizations that do not … Read more
An organization’s Balance Scorecard should include customer experience metrics along with productivity, quality, and agility to continuously improve cross-functional business processes that map to your overall financial performance goals. Customer Experience metrics may include: service quality index, quantity of complaints, service level compliance, Net Promoter Score, and more. The data from Voice of the Customer … Read more
In Augusts issue of Fast Company magazine, Harley Manning wrote and article entitled “Why Customer Experience Is The Only Thing That Matters.” In this article, Manning explains how we have evolved from a manufacturing economy to distribution to the information age to age of the customer. Manning explains that “from 1900 to 1960 we were … Read more
Determining, developing and delivering your customer experience is an Outside-in process. Too many companies make the mistake of thinking that they know what is best for their customers. Oftentimes they may think that by asking their customers for input they will no longer be perceived as being the expert. As the experience leaders know, these … Read more
In the Temkin Group Insight Report: The Future of Customer Experience, Bruce Temkin shares the six stages of CX maturity: Ignore: Company does not see customer experience as a key differentiator. Explore: An ad-hoc group is established to understand how the company can improve customer experience. Mobilize: A full-time executive leads the effort to improve … Read more
“Companies are increasing their focus on customer experience (CX) as they discover its link to loyalty and overall business results. This growing discipline around CX management is creating different stages of evolution. We’ve passed through the initial phases of CX Intrigue and CX Exuberance and have entered into the era of CX Professionalism. As firms … Read more
“Apple has been held up as the definitive example of how to integrate a brand and its products and services to create an extraordinary company. The stock market, the ultimate arbiter of American business success, now places more value on a design-driven company…” – Reuben Steiger, Great Brands Are About Fusing Product And Service. How Do … Read more
Users are not designers. You can ask them what they want but they can only give you insight into the incremental improvement that they are concerned with their immediate needs. They do not have your aggregated insight that you have across your customers and new technologies. Designers are not users. They may guess what users … Read more
Before you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences. Here are some basics from Erika Andersen’s Forbes post Why Top Talent Leaves: Top 10 Reasons Boiled Down to 1: Not easy, mind you, but remarkably simple. If you want … Read more
Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey map is a tool to measure your customers’ satisfaction, loyalty and advocacy to create sustainable long-term revenue. Consumer behavior is driven by the innate human need to satisfy identifiable as … Read more
“Over the past decade, the power of A/B testing has become an open secret of high-stakes web development. It’s now the standard (but seldom advertised) means through whichSilicon Valleyimproves its online products. Using A/B, new ideas can be essentially focus-group tested in real time: Without being told, a fraction of users are diverted to a … Read more
Great designs create elegant and meaningful experiences for customers. And the design-oriented organizations understand the financial value of this: “Apple, the epitome of a design-led organization, now has a market capitalization of $570 billion, larger than the GDP of Switzerland. Its revenue is double Microsoft’s, a similar type of technology organization but one not truly … Read more