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
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
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
One of our greatest challenges in designing the best experiences for our customers is not letting the technology limitation determine the customer experience. When organizations commit to the technology instead of committing to the customers – everyone loses. In this age of the experience economy, this can mean the end for organizations that do not … Read more
An organization’s Balance Scorecard should include customer experience metrics along with productivity, quality, and agility to continuously improve cross-functional business processes that map to your overall financial performance goals. Customer Experience metrics may include: service quality index, quantity of complaints, service level compliance, Net Promoter Score, and more. The data from Voice of the Customer … Read more