From Mark Eberman post, A Consistent Experience Is a Better Experience: Service Design on Micro Ecommerce : “Service design, viewed narrowly, is crafting each service your company provides so that the customer’s experience is a good one. All services should be designed experiences—nothing is unconsidered, and the needs and desires of all audiences are front … Read more
Annette Franz Gleneicki shared this post, this last Tuesday, December 18, 2012, on her blog, CX Journey and I had to past it along. As Annette states, “There are a lot of general life lessons that can be applied to the world of customer experience.” Here are the ABCs she shared: Accept Differences: Customers are … Read more
In their recent post, Emotion Communicates Personality, Forms Relationships and Creates Meaning, Trevor van Gorp and Edie Adams share with us that: “Regardless of whether you intentionally give your product a personality, people will perceive a personality.” Not surprising, van Gorp and Adams’ research find that we tend to purchase products that seem to have … Read more
In the October 29 post by Om Malik, From inside Apple, the Scott Forstall fallout at Gigaom.com,Om shares: “Unlike in the Jobs era, when the company would ship features when they were ready for primetime, a culture of schedule-driven releases has become commonplace. The time-based schedule is one of the reasons why Siri and Maps … Read more
One of our greatest challenges in designing the best experiences for our customers is not letting the technology limitation determine the customer experience. When organizations commit to the technology instead of committing to the customers – everyone loses. In this age of the experience economy, this can mean the end for organizations that do not … Read more
Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey map is a tool to measure your customers’ satisfaction, loyalty and advocacy to create sustainable long-term revenue. Consumer behavior is driven by the innate human need to satisfy identifiable as … Read more
“Over the past decade, the power of A/B testing has become an open secret of high-stakes web development. It’s now the standard (but seldom advertised) means through whichSilicon Valleyimproves its online products. Using A/B, new ideas can be essentially focus-group tested in real time: Without being told, a fraction of users are diverted to a … Read more
When measuring your customer experience, there are three questions that you may ask your customer that will give you insight into their satisfaction, loyalty and advocacy. The standard “How satisfied are you with…” is always good way to measure basic satisfaction. When compared to “How much do you value…” – you gain tremendous insight. If … Read more
According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about. Larry was one of the researchers at PARC (Palo Alto Research Center Incorporated) back in the 70’s. PARC, if you didn’t know, has been responsible for such well known and … Read more
If you are designing experiences for services then you will need service designers. If it is a space or counter experience then it may include training, architecture, interior design, display design, wayfinding and more. If you are designing experience for a product and that product is a device then you may include industrial designers and … Read more
Vovici, provider of enterprise feedback management solutions, has an exclusive whitepaper, Getting Behind the Customer Experience Wheel, where they describe how to create a Customer Journey Map and a “Customer Experience Wheel” as part of creating a Voice of the Customer program. The whitepaper states, “Research reveals that having a centralized customer experience team and … Read more
Service design is the process of organizing people, infrastructure, communication and the other various components of a service. Good service designs improve the quality of the interaction between services and their customers. This method is focused on designing experiences according to the needs of customers so that the service is effective, efficient, competitive, relevant, and … Read more