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
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
In an interview for June 2000 interation magazine, Dr. Donald Norman stated: “I don’t like the term ‘usability,’ and I don’t want to be called an ‘HCI expert.’ I believe that what’s really important to the people who use our products is much more than whether I can use something, whether I can actually click … Read more
Before you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences. Here are some basics from Erika Andersen’s Forbes post Why Top Talent Leaves: Top 10 Reasons Boiled Down to 1: Not easy, mind you, but remarkably simple. If you want … Read more
Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey map is a tool to measure your customers’ satisfaction, loyalty and advocacy to create sustainable long-term revenue. Consumer behavior is driven by the innate human need to satisfy identifiable as … Read more
“Over the past decade, the power of A/B testing has become an open secret of high-stakes web development. It’s now the standard (but seldom advertised) means through whichSilicon Valleyimproves its online products. Using A/B, new ideas can be essentially focus-group tested in real time: Without being told, a fraction of users are diverted to a … Read more
Great designs create elegant and meaningful experiences for customers. And the design-oriented organizations understand the financial value of this: “Apple, the epitome of a design-led organization, now has a market capitalization of $570 billion, larger than the GDP of Switzerland. Its revenue is double Microsoft’s, a similar type of technology organization but one not truly … Read more
There’s work and there’s your life’s work. The kind of work that has your fingerprints all over it. The kind of work that you’d never compromise on. That you’d sacrifice a weekend for. You can do that kind of work at Apple. People don’t come her to play it safe. They come here to swim … Read more
Too few companies are even managing their customer experiences. Customers are having experiences with their brand, message, and business – but they are not listening. A few companies understand the importance of purposely determining, developing and delivering a great experience for their customers. They also understand that this is a continuous process that requires dedication. … Read more
“Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend.” – The Temkin Group ROI of Customer Experience report This March of 2012 report provides analysis of 10,000 US consumers and 3,000 UK … Read more
“Creating an exceptional customer experience is critical to the long term success of business today. The Customer Experience Revolution contains a treasure trove of vignettes highlighting companies that really understand what it takes to improve customer relationships via a stellar experience. Gems and nuggets abound for the savvy business that wants to focus on their … Read more
“Across industries we’re approaching the ‘Vortex,’ a feature horizon whereby winning customers and growing business is no longer a function of new features but something else entirely. Filled with accessible and thought-provoking examples, The Customer Experience Revolution demonstrates how organizations both large and small must engage with their customers to prevent commoditization and sustain a … Read more