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
Finding the right sample size is a tradeoff between the number of participants in the study and the ability to detect problems. The larger the sample size, the more problems that get uncovered. There is however a diminishing return as fewer new problems get uncovered with each additional user. And not all problems uniformly affect … Read more
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
In the FICO Insight white paper, 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 … Read more
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
According to IDC Retail Insights report “Satisfying the Omni-channel Consumers Whenever and Wherever They Shop” , Multi-Channel Shoppers spend, on average, 15% to 30% more with a retailer than a Single Channel Shoppers – which makes sense, since there are more channels from which to purchase. But the report goes on to state that Omni-Channel … Read more
Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the book, The Experience Economy: Work Is Theater & Every Business a Stage, in April of 1999 with an updated edition in 2011. Pine and Gilmore provide us with the first … Read more
Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know this and follow the principles of human-centered design to innovate. Human-Centered Design, as the name implies, is designing solutions around human. It is the process that innovators like Apple and … Read more
Psychologist James J. Gibson originally introduced the term “Affordance” in his 1977 article “The Theory of Affordances” and elaborated on it further in his 1979 book The Ecological Approach to Visual Perception. Gibson defined affordances as all “action possibilities” latent in the environment, objectively measurable and independent of the individual’s ability to recognize them, but … Read more
Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met expectations using a rating scale to measure. It is essential in today’s experience economy for businesses to effectively manage customer satisfaction. CSAT is a key differentiator and a key element … Read more
Daniel Burrus, shares with us in his post, The new Golden Rule in business is this: Give your customers the ability to do what they can’t currently do but would want to if they only knew it was possible, that… “To survive and thrive, look into your customers’ visible future… See what problems they are … Read more
A new research study finds that majority of iPad owners say it is their preferred device for reading and writing email. The survey was conducted online in the second half of 2012 among 4,400 adults aged 18 plus, of which 66 percent were women. The study found that the most preferred device for reading emails … Read more