Chris Bryant, at ProductCamp SoCal last year, said “Give the moment what the moment needs” I jotted this down and it really stuck with me. Cherish yesterday, dream of tomorrow and live for today. This has been a mantra of mine for as long as I can remember. It reminds me not to dwell on … Read more
The Economics of Net Promoter, published by the Temkin Group, examines the link between NPS and loyalty across 19 industries (airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software … Read more
In Ian Golding’s blog STRATEGY – MEASUREMENT – PEOPLE, he provides a simple framework for managing customer experience. Here’s how Ian breaks it down: Strategy Ian warns that “Not knowing your strategy means that employees do not know what direction they are going in, and customers are unlikely to know what to expect.” Your CX … Read more
In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The report focuses on these four competencies: Purposeful Leadership: Companies need to make sure that all of their HR practices reinforce the company’s purpose. Tony Hsieh, the CEO of Zappos, explained … Read more
Forrester (and others) have put out some useful tips for designing experiences for mobile including Mobile App Design Best Practices and Best Practices in Mobile Banking. What I like best is seeing the fundamentals of experience design being applied to mobile. Here some basics: Take a Systematic Approach to Understanding Your Customers Success in designing … Read more
A new research study finds that majority of iPad owners say it is their preferred device for reading and writing email. The survey was conducted online in the second half of 2012 among 4,400 adults aged 18 plus, of which 66 percent were women. The study found that the most preferred device for reading emails … Read more
From Mark Eberman post, A Consistent Experience Is a Better Experience: Service Design on Micro Ecommerce : “Service design, viewed narrowly, is crafting each service your company provides so that the customer’s experience is a good one. All services should be designed experiences—nothing is unconsidered, and the needs and desires of all audiences are front … Read more
TED is a nonprofit devoted to “ideas worth spreading” – amazing talks by remarkable people, free to the world. It started as a conference bringing together people from Technology, Entertainment, and Design and has grown to include the TED Talks video site, annual TED Prize, TED Fellows, TEDx programs, and more. TEDx programs are designed … Read more
One of the Apple Guidelines for developing applications is to create an application definition statement early in your development effort to help you turn an idea and a list of features into a coherent product that people want to own. A definition statement is a concise, concrete declaration of the main purpose and its intended … Read more
In their recent post, Emotion Communicates Personality, Forms Relationships and Creates Meaning, Trevor van Gorp and Edie Adams share with us that: “Regardless of whether you intentionally give your product a personality, people will perceive a personality.” Not surprising, van Gorp and Adams’ research find that we tend to purchase products that seem to have … Read more
In the October 29 post by Om Malik, From inside Apple, the Scott Forstall fallout at Gigaom.com,Om shares: “Unlike in the Jobs era, when the company would ship features when they were ready for primetime, a culture of schedule-driven releases has become commonplace. The time-based schedule is one of the reasons why Siri and Maps … Read more
We are seeing the blooming of the Experience Economy in the Information Age. There is so much information we have create Big Data. The trend to larger data sets is due to the additional information derivable from analysis of a single large set of related data. Data sets grow in size in part because they … Read more