Deliver Meaningful Customer Experiences

looking at CX metrics

The last, best experience a shopper has anywhere becomes the minimum expectation for the experience they want everywhere. – Havas 2019 Prosumer survey Havas Group surveyed a combination of 2,000 “pro-sumers” — early adopters who are forward thinking, influential, and proactive in what they do and share — and mainstream consumers across the U.S., U.K., … Read more

Three Things Marketers Can Do to Accelerate Digital Transformation

consumers

“With consumers now spending significantly more time online, the notion of maximizing your brand’s digital presence has become a necessity. If you’re not reaching and engaging potential customers across a purchase journey that’s increasingly online, you can be sure another brand is.” – Mata Martinez, Think with Google Google teamed up with Boston Consulting Group … Read more

Five Types of E-Commerce Shoppers

online shopper

The Nielsen Norman Group has done extensive research with people shopping online and identified five main types of behavior: product-focused, browsing, researchers, bargain-hunters, and one-time shoppers. Each customer type benefits from a different online experience: Product-Focused Product-focused shoppers know the exact product model and options they want. They want to easily find the item they … Read more

Three Building Blocks to Creating a Great Customer Experience

CX Analytics

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 … Read more

Building a Loyal Brand

Brand Loyalty

“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 … Read more

Six Actions to Managing the Customer Experience Journey

CX Journey

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. … Read more

Six Key Traits of Human Experience Design

human experience design

“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 … Read more

Seven Steps to Creating a Memorable Experience for Your Customers

memorable experiences

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 … Read more

Iterative Reviews and Incremental Revisions in Agile Human Centered Design

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 … Read more

Contextual Inquiry

Contextual inquiry is a semi-structured observational and interview (inquiry) method to understand how and why a prospect or customers uses (existing) or may use (prototype) your solution in the environment that they use it (context). This could be using an appliance in a kitchen, a tool on the shop floor, a device in a lab, … Read more

Easy to Use 2.0 Audiobook

You can now listen to the Easy to Use 2.0 audiobook! Here are few things that folks have been saying about Easy to Use 2.0: “It’s refreshing to see the thoughtfulness and design expertise Sean Van Tyne brings to the enterprise software space. It is a technology category that’s ripe for design-led disruption, and this … Read more