The Customer Experience Revolution – The Trailer

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.

Experience Innovation – Going beyond Product and Service and Re-Imagining the Customer Journey

In FastCo.Design’s Move over Product Design, UX is the Future, Rick Wise, CEO LIppicott, shares: “Today’s enlightened leaders are achieving success by crafting the entire customer experience – shaping, innovating, branding, and measuring it. They are mastering a new discipline we refer to as experience innovation by going beyond the discrete product or service to … Read more

Considering New Technologies in Designing the Mobile Experience

A phenomenal amount of innovation is happening at the forefront of mobile engagement. From wrist bands to smart pills, we are seeing the use of mobile technologies to collect new kinds of data, crunch it in the cloud, and then employ a mix of engagement tactics on mobile devices creating new interactions — new “mobile … Read more

Analytics to drive your Website’s Experience

In Nielsen Norman Group blog, Five Essential Analytics Reports for UX Strategists, Jennifer Cardello describes how analytics inform UX goals, strategies, and concepts. These are five examples that are essential: 1. How Fast Is Mobile Access Growing? This information is helpful when you are planning, pricing, and comparing approaches to making your site mobile friendly. … Read more

Customers Control Our Brand

According to the Corporate Executive Board, (CEB) almost 60% of the customers’ journey is complete before they reach out to vendors. Our customers’ journey starts way before their first transaction. with us And in a Harvard Business Review, “Solution Selling is Dead” (that cites the CEB findings) because talking about our products and services is no longer good enough. It … Read more

Customer Centricity Driven by Next-Generation Analytics

In the FICO Insight whitepaper, When Is Big Data the Way to Customer Centricity? Next-generation analytic learning finds critical insights in an ocean of false clues, Dr. Andrew Jennings, FICO Chief Analytics Officer and Head of FICO Labs, shares that “the real value of Big Data for business is the opportunity to learn about our … Read more

It Doesn’t Pay to Delight a Customer

I recently heard Rick DeLisi, co-author of The Effortless Experience, give a Keynote: All of Your Customers are loyal Right Now. What about Tomorrow? Rick shared that after years of focus on the “above and beyond” service mentality, research of tens of thousands of customers globally across multiple industries and customer types indicates there is … Read more

You Talk – We Listen – We Act: Transforming Net Promoter from a Survey to a Process

  I recently heard David Deal, Senior Director Marketing at CHEP, speak about their challenges, trials, and triumphs with developing and maintaining their Net Promoter  Score (NPS) program. Here are a few things that David had to share. For starters… you have to ensure that everyone in the organizations understands the relevance. If it is … Read more

Promoter-Driven Economy and the Next Decade of Innovation in Customer Experience

At Satmetrix’s 8th Annual Net Promoter Customer Experience Conference, Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard shared five predictions for the next decade of NPS and CX: Pricing transparency … Read more

Avoid Survey Fatigue with more Effective Ways to Listen to Our Customer

People are tired of surveys! I’m tired of surveys. We are over-solicited with surveys – in store, bottom-of-receipts; online; via pop-ups or post-purchase emails; and, more and more, on our mobile devices. We are experiencing survey fatigue (yep, that is a real thing). Just because you can survey your customers doesn’t mean you should. Surveys … Read more

Four Factors of Net Promoter Score for Success in the New Subscription Economy

Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience, Richard explained that Satmetrix sees four important factors to the future … Read more

Customer Experience and the Three Types of Net Promoter Adopters

I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard explained that Satmetrix sees three types of NPS … Read more