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
Annette Franz Gleneicki shared this post, this last Tuesday, December 18, 2012, on her blog, CX Journey and I had to past it along. As Annette states, “There are a lot of general life lessons that can be applied to the world of customer experience.” Here are the ABCs she shared: Accept Differences: Customers are … Read more
TED is a nonprofit devoted to “ideas worth spreading” – amazing talks by remarkable people, free to the world. It started as a conference bringing together people from Technology, Entertainment, and Design and has grown to include the TED Talks video site, annual TED Prize, TED Fellows, TEDx programs, and more. TEDx programs are designed … Read more
Jason Fried, of 37 Signals, wrote this in his recent blog, Pruning: Making room for something new: “It’s so easy to create (because creating is fun), but it’s also easy to ignore (because ignoring doesn’t involve work). Over time, if you create too much and don’t clean it up, you can lose control over quality. Quality, … 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
In the October 29 post by Om Malik, From inside Apple, the Scott Forstall fallout at Gigaom.com,Om shares: “Unlike in the Jobs era, when the company would ship features when they were ready for primetime, a culture of schedule-driven releases has become commonplace. The time-based schedule is one of the reasons why Siri and Maps … 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
In Augusts issue of Fast Company magazine, Harley Manning wrote and article entitled “Why Customer Experience Is The Only Thing That Matters.” In this article, Manning explains how we have evolved from a manufacturing economy to distribution to the information age to age of the customer. Manning explains that “from 1900 to 1960 we were … Read more
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 by asking their customers for input they will no longer be perceived as being the expert. As the experience leaders know, these … Read more
In the Temkin Group Insight Report: The Future of Customer Experience, Bruce Temkin shares the six stages of CX maturity: Ignore: Company does not see customer experience as a key differentiator. Explore: An ad-hoc group is established to understand how the company can improve customer experience. Mobilize: A full-time executive leads the effort to improve … Read more