In ten years of helping more than 900 companies design and execute enterprise-wide customer-experience programs, the McKinsey Company have a formula that they have seen 15 to 20 percent increases in sales conversion rates, 20 to 50 percent declines in service costs, and 10 to 20 percent improvement in customer satisfaction. The formula has specific
Over the years, I have written blogs on user experience, customer experience, innovation, design thinking, agile development, data science, predictive analytics, AI, personalization, brand, business strategy, product management, emotional connection, design, art, culture, leadership life… and other topics. – Enjoy.
“An important part of building a loyal base is knowing who is (and who should be) a part of it. Then it’s a matter of supplying those people with a great experience every single time they interact with your brand.” – Tom Klien, CMO at Mailchimp What does it take to create a brand that
Customer journeys include many things that happen before, during, and after the experience of a product or service. Journeys can be long, stretching across multiple channels and touchpoints, and often lasting days, weeks or longer. Brand awareness, converting prospects to customer, providing long-tern value to create loyalty and advocacy are all part of the journey.
I came across this MIT Sloan post, Make Your Data Insights Visually Consumable by Nancy Duarte, and wanted to pass along these best practices. Highlight Data with a Pop of Color Draw attention to your data by using color highlights on the most important pieces of information. Use neutral colors for the rest of the
Great problem solvers are made, not born. That’s what McKinsey found after decades of problem solving with leaders across business, nonprofit, and policy sectors. Six mutually reinforcing approaches underly their success: Being Ever Curious A simple technique, worth employing at the beginning of problem solving, is simply to pause and ask why conditions or assumptions
“Experience Management (XM) is all about people. Customers are people. Employees are people. Partners, suppliers, and prospects are all people. Even “organizations,” at the end of the day, are really just large collections of people. Everyone who is creating or consuming experiences is a human being…” – XM institute Before an organization can effectively manage
“Design Thinking is a human centered approach to innovation that draws from the designer’s toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success” -Tim Brown I have been an artist, teacher, technologist, designer and entrepreneur. Everything I have done has been accomplished through design thinking. Not intentionally
In a recent interview with Zoey Chen, assistant professor of Marketing at the University of Miami School of Business and co-author of the Return Trip Effect. Colin Shaw derived these seven steps to create a memorable experience for your customers. Decide what type of memory you want people to have about your experience. Different strategies enhance
Lifetime Value (LTV), sometimes referred to as Customer Lifetime Value (CLV), is the average revenue a single customer is predicted to generate over the duration of their account. Customer Acquisition Cost (CAC) is the average expense of gaining a single customer. The ratio of lifetime value to customer acquisition cost helps you determine how much
I love the Agile development process. I love that there are short development cycles to pivot quickly in these ever-changing markets we are in; continuous reviews with stakeholder to ensure we are delivering the right business value or course correct if needed; and the use of stories to keep the focus on the people who
Voice of the Customer (VoC) programs are great for capturing, measuring, and, ultimately, improving your customer experience. But how do you take those great customer insights and get them from idea to solution? Ideas to improve or enhance an organization’s products and services can come from many sources. Sometimes it’s the people within the organizations
“Power without love is reckless and abusive, and love without power is sentimental and anemic. Power at its best is love implementing the demands of justice, and justice at its best is power correcting everything that stands against love.” ― Martin Luther King Jr “There exists a form of power and intelligence that represents the