Apple and Amazon started as small companies – a few people in a garage. Steve Jobs, one of the co-founders of Apple and Jeff Bezos, the founder of Amazon, focused on delivering great experience from day one. They instilled this in their companies DNA and you can see it the results. Small companies can do … Read more
User experience encompasses all aspects of the end-user’s interaction with the company, its services, and its products. It is an approach that puts the user at the center of the design process and incorporates user concerns and advocacy from the beginning. User experience includes everything that the user can experience – the visual appearance, interactive … Read more
In a Think with Google I-Want-to-Buy Moments: How Mobile Has Reshaped the Purchase Journey blog, they shared five tips to win micro-moments. I supplemented them with further information that should help you execute: Identify your consumers’ I-want-to-buy moments. Talk to them—in stores, through surveys, in focus groups and forums—to figure out when and how they’re … Read more
I got a coupe of events coming up that I want to share: Emotional Connections Co-Merge Tuesday, November 10 5:30 – 6:30 pm. The talk will be Based on Jeof and my book, The Customer Experience Revolution, I will share how companies like Coke, Mini Cooper, Intuit and more develop deep emotional connection that create … Read more
ProductCamp SoCal is a free, user-driven, collaborative unconference for product managers, marketers and designers in Southern California. It is a one-day gathering of product professionals to share, present, network, learn, explore and discuss the latest trends and industry best practices. At ProductCamp So Cal you will: Discover best practices from many industries on state-of-the-art ways … Read more
SoCal UX Camp, it is a free, user-driven, collaborative “unconference” for User Experience Designers, Research Analysts, and students held in Southern California. It is a one-day gathering of User Experience folks to share, present, network, learn and discuss. And is a ton of fun for UX geeks and enthusiasts. One of the topics that I … Read more
Most of you who read this blog know that there is a tremendous Return on Investment (ROI) for delivering a great experience. But sometimes we need some data to share with others for them to understand. This data was complied by our friends at Customer Think: A study of the Value of Customer Experience among two $1 … Read more
We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer interactions across channels to learn, anticipate and simplify the experiences they create for their customers. In the Forbes.com post, Using Big Data and Machine Learning to Enrich Customer Experiences, Kurt … Read more
Personas, actors, and roles have been around for a long time. In Greek theater, the persona referred to the “theatrical mask” – a role played by an actor. The Romans expanded the term to indicate a role in a court of law where personas assume roles with legal attributes such as rights, powers, and duties. … Read more
Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation and capture, analyze and execute on behavioral data about their customers. Smart organizations deliver the right message or offer at the right time through the right channel to the right … Read more
The Sensory Ethnography Lab (SEL) is an experimental laboratory at Harvard University that promotes innovative combinations of aesthetics and ethnography. Aesthetics is a set of principles concerned with the nature and appreciation of beauty, especially in art and a branch of philosophy that deals with the principles of beauty and artistic taste. Ethnography is the … Read more
If there is such a thing as a Design Thinking geek – I’m it. My new favorite Design Thinking technique is Empathy Maps. Empathy Maps are a tool to help synthesize your observations to discover insights about your target audience. Empathy Maps are to Design Thinking what SWOT Analysis is to business. They are simple … Read more