As a longtime advocate of Human-Centered Design, I belong to a group of people who have been desperately trying to get folks to stop thinking about features and instead, think about the human interactions, such as touchpoints, with our brand, products and services. Chris Risdon, in his article, Un-Sucking the Touchpoint, points out that a … Read more
I recently heard Rick DeLisi, co-author of The Effortless Experience, give a Keynote: All of Your Customers are loyal Right Now. What about Tomorrow? Rick shared that after years of focus on the “above and beyond” service mentality, research of tens of thousands of customers globally across multiple industries and customer types indicates there is … Read more
At Satmetrix’s 8th Annual Net Promoter Customer Experience Conference, Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard shared five predictions for the next decade of NPS and CX: Pricing transparency … Read more
Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience, Richard explained that Satmetrix sees four important factors to the future … Read more
I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard explained that Satmetrix sees three types of NPS … Read more
Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the book, The Experience Economy: Work Is Theater & Every Business a Stage, in April of 1999 with an updated edition in 2011. Pine and Gilmore provide us with the first … Read more
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
Jim Tincher is the Customer Experience practice lead at SMS Research Advisors. In his blog post, Customer Experience Journey Map – the Top 10 Requirements, he shares with us detailed criteria they use to design and build their journey maps: Represent your Customer’s perspective. The customer experience map needs to represent the interactions as your … Read more