Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know this and follow the principles of human-centered design to innovate. Human-Centered Design, as the name implies, is designing solutions around human. It is the process that innovators like Apple and … Read more
Psychologists William Edmund Hick and Ray Hyman define “the time it takes for a person to make a decision as a result of the possible choices he or she has” in the Hick–Hyman Law.That is, increasing the number of choices will increase the decision time logarithmically. This means that people subdivide their total collection of choices into categories, eliminating … Read more
I cannot over emphasize the importance of developing prototypes and reviewing them with your target audiences as early and often as possible. 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 … Read more
Though it is for many companies… This week Jack Cummings shared with us: “I recently had the unhappy experience of calling ATT internet support 8-9 times over a couple of months trying to get my ATT DSL fixed. Unfailingly each different, and they were always different, person to whom I spoke was polite and somewhere … Read more
Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met expectations using a rating scale to measure. It is essential in today’s experience economy for businesses to effectively manage customer satisfaction. CSAT is a key differentiator and a key element … Read more
Located in Los Angeles, California, the Getty Center is a museum that specializes in pre-20th-century European paintings, drawings, illuminated manuscripts, sculpture, and decorative arts; and 19th- and 20th-century American and European photographs. It is named after famed oilman J. Paul Getty who’s trust funds it. The center is best known for its architecture, gardens, and … Read more
Daniel Burrus, shares with us in his post, The new Golden Rule in business is this: Give your customers the ability to do what they can’t currently do but would want to if they only knew it was possible, that… “To survive and thrive, look into your customers’ visible future… See what problems they are … Read more
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
Bob Caruso is a Managing Director at Endeavor Management bringing over 20 years’ experience in reinventing, redefining and energizing customer experiences. He’s been a part of the irreversible power shift in the relationship between customers and service or product providers and to the complex personalized experiences of today. As an alumnus of powerful global consultancies, … Read more
I was recently traveling in Alexandria, Virginia on business and stopped at La Madeleine Country French Café on King Street for breakfast. I went to pay for my meal and my personal credit card was declined. I was using my personal credit card because my corporate credit card was declined the night before. (Yes, my … 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