Over the years, I have seen different design principles come into play at design reviews. One of the most frequent and important design principles has been gestalt perception. Around the beginning of the 20th century, Gestalt theorists were intrigued by the way our mind perceives the whole out of incomplete elements. Gestaltists believed that context … Read more
The Standard for Product Management and Marketing is Here! The Guide to the Product Management and Marketing Body of Knowledge (ProdBOK) is a comprehensive, easy to read standard for product management profession. The ProdBOK is an industry-wide effort to standardize the practice of product management sponsored by the Association of International Product Management and Marketing (AIPMM). … 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
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
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
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
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