Sean Van Tyne

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Analytics

Users are not Designers and Designers and not Users

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Users are not designers. You can ask them what they want but they can only give you insight into the incremental improvement that they are concerned with their immediate needs. They do not have your aggregated insight that you have across your customers and new technologies. Designers are not users. They may guess what users … Read more

A Modest Increase in Customer Experience can Result in Significant Gains

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“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