Whitney Quesenbery, author of Storytelling for User Experience and Global UX, says about The Customer Experience Revolution: “Van Tyne and Bean explore case studies of some of today’s most successful companies. As they look at their business, marketing and product design, it becomes clear that the secret to success is to put the entire organization … Read more
“This is the best business book in years! Bean and Van Tyne do a brilliant job of analyzing what winners do to create a world-class customer experience. They spell out the winning steps so you can implement them in your business. If you want to increase sales and customer satisfaction and, at the same time, … Read more
When measuring your customer experience, there are three questions that you may ask your customer that will give you insight into their satisfaction, loyalty and advocacy. The standard “How satisfied are you with…” is always good way to measure basic satisfaction. When compared to “How much do you value…” – you gain tremendous insight. If … Read more
According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about. Larry was one of the researchers at PARC (Palo Alto Research Center Incorporated) back in the 70’s. PARC, if you didn’t know, has been responsible for such well known and … Read more
If you are designing experiences for services then you will need service designers. If it is a space or counter experience then it may include training, architecture, interior design, display design, wayfinding and more. If you are designing experience for a product and that product is a device then you may include industrial designers and … Read more
Jeofrey Bean of Del Mar Research and I are putting the final edits on our new book, The Customer Experience Revolution. It will be available January 2012. Jeof and I have interviewed folks who have shared their talents with Xerox PARC, Apple, Google, Netflix, Yahoo!, Amazon.com, JD Powers and more to gain insights into how great companies … Read more
Vovici, provider of enterprise feedback management solutions, has an exclusive whitepaper, Getting Behind the Customer Experience Wheel, where they describe how to create a Customer Journey Map and a “Customer Experience Wheel” as part of creating a Voice of the Customer program. The whitepaper states, “Research reveals that having a centralized customer experience team and … Read more
In Hugh Macleod’s blog “Your customer won’t take a bullet for you” (love that title), he states that “If you want to benefit from a customer’s loyalty, you can’t bribe it, you must earn it. Deserve it. Focus not on upgrading your product but upgrading your user’s capabilities.” Hugh goes on and states that “Instead … Read more
I don’t need to tell you that industry research studies have found that the average company provides a customer experience that’s mediocre at best and infuriating at worst. We have all been on the receiving end of mediocre experience or worse. Now days, we all know that designing interactions to meet or exceed expectations will … Read more
I have had a fascination with color and culture for most of my life. From color theory to ethnography, it is all so interesting! And important when you are designing anything for people! They are both complex and the intersection can be integrate. Here is one of the best data visualizations that I have ever seen on this. … Read more
Accessibility is a general term used to describe the degree to which a product, device, service, or environment is available to as many people as possible. Accessibility can be viewed as the “ability to access” and possible benefit of some system or entity. Accessibility is often used to focus on people with disabilities or special … Read more
Overview Skinit is the global leader in consumer electronic device personalization. In 2007 Skinit was preparing to enhance the previously successful Photo Uploader, a web-based application that allows consumers to upload their own photos and manipulate designs for their personal electronic devices. Darryl Kuhn, Skinit CTO, reached out to me to help with the redesign … Read more