Managing the Visible and Invisible AI in the Customer Experience Journey

Delivering a high-quality customer experience on a consistent basis converts customers into enthusiastic brand advocates – people who genuinely want to tell their friends and colleagues about the experience your products and/or services deliver. And they might even post on their social media platforms, which is incredibly strong (and essentially free) marketing – boosting levels of … Read more

Design for Excellence Best Practices

The Lean institute say 95% of process activities associated with manufacturing ultimately add no value to the customer and HCL Technologies say 70% of the engineering changes which delay production are due to brands trying to retrospectively correct issues with design to deal with assembly, cost & quality problems.  Design for excellence (DfX) is a … Read more

Design for Excellence

Design for excellence (DfX) is a systematic and proactive approach to design that uses the knowledge and experience of experts in other parts of the product development process (test, manufacturing, operations, support, etc.) to ensure the final product can be realized at reasonably low life cycle cost while still meeting reliability, quality, durability, and customer expectation targets. DfX … Read more

How B2B Winners Keep Growing

“The B2B landscape is undergoing significant transformation. Fueled by rapid integration of digital technologies, sellers continue to invest, innovate, and experiment with how they present their offerings. Their B2B customers are shifting toward consumer-like purchasing behavior. They’re also demanding a much more sophisticated buying experience and are willing to walk away if they don’t get … Read more

Six Actions to Managing the Customer Experience Journey

CX Journey

Customer journeys include many things that happen before, during, and after the experience of a product or service. Journeys can be long, stretching across multiple channels and touchpoints, and often lasting days, weeks or longer. Brand awareness, converting prospects to customer, providing long-tern value to create loyalty and advocacy are all part of the journey. … Read more

Customer Journey Mapping ROI

memorable experiences

As more organizations move towards a more customer-centric way of doing business, customer journey maps remain an important tool to help companies better understand what’s happening today, and what customers want tomorrow. In an ‘outside-in, customer-centric’ way, customer journey maps serve to discover, codify and share relevant information across the customer lifecycle and help to … Read more

Brand Asset Valuator

Brand Asset Valuator (BAV) is a metric applied for the measurement of brand value of an entity. BAV was developed by Young and Rubicam. BAV measures a brand under the two broad categories: Brand Vitality and Brand Stature. Brand Vitality refers to the growth potential of the brand. Brand Vitality is sub-divided into Differentiation and … Read more

Customer Journey Map Metrics

Customer journey maps are a visualization of the journey that your customers go through to understand and engage with your organization. They tell a story from when a prospective customer first heard about you, through first contact and into a (hopefully) long-term relationship. Customer journey maps are a tool for your organization to measure customer … Read more

Capture the Hearts to Change the Minds and Win Your Customers

memorable experiences

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without emotions. It is the emotional part of our brain that informs our rational part to make a decision. And if the feeling is strong enough, we will justify our decisions to … Read more

Design Thinking Metrics

Design Thinking is a discipline – a mindset. A way of thinking – not a process. Thinking like a designer, Design Thinking applies the designer’s sensibility and methods to match people’s needs with what is technologically feasible and a viable business strategy. The process follows the designer’s methodology from vision to implementation. Starting with understanding … Read more

UX Stories

In UX Stories Communicate Designs, Sarah Gibbons shares with us: Stories are a natural part of our lives. We tell, read, and listen to stories every day — from listening to the news to recounting the events of the day. These stories are our way of remembering and communicating experiences. Studies have shown that people’s … Read more

How to Get from Information to Meaning: From Data to Journey Maps

From the article,”To Understand Consumer Data, Think Like an Anthropologist” in From Data to Action: a Harvard Business Review Insight Center Report, Susan Fournier and Bob Rietveld share: “Corporate social-listening efforts are typically driven by econometricians, computer scientists, and IT technicians—the people who are experts in database management. They understand digital information, but they don’t always … Read more