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
In 1954, Paul Fitts developed a model of human movement, Fitts’s law, based on rapid, aimed movement. Fitts’s model predicts that the time required to rapidly move to a target area is a function of the distance to the target and the size of the target. This law is used to model the act of … Read more
Psychologist James J. Gibson originally introduced the term “Affordance” in his 1977 article “The Theory of Affordances” and elaborated on it further in his 1979 book The Ecological Approach to Visual Perception. Gibson defined affordances as all “action possibilities” latent in the environment, objectively measurable and independent of the individual’s ability to recognize them, but … Read more
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