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Emotion and the Customer Experience go Hand-in-Hand
“No purchase is void of emotion. Brands have spent millions attempting to connect positive feelings to a product… Increasingly, brands are striving to bring emotion beyond slogans and packaging and...
View ArticlePeople Drive Cash, Profit, Assets and Growth… How do you Anticipate Their Needs?
In Seeing the Big Picture: Business Acumen to Build Your Credibility, Career, and Company, Kevin Cope, puts People at the center of his 5 Key Drivers: “People make the decisions, supply the financial...
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Intervention Design and Iterative Prototyping
You all know my evangelism for iterative prototyping… Well, you can imagine my joy when I saw this month’s Harvard Business Review dedicated to “The Evolution of Design Thinking” and a great article by...
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Word of Mouth Strategies and Tactics
Source: Modern Comments Customer Feedback Stats From Medipost’s Let’s Rethink How Advertising Works: “As far back as 1966 the phrase “word of mouth advertising” was coined in a Harvard Business Review...
View ArticleSix Steps to Building a Customer Journey Map
Danny Peters is Customer Experience consultant at Conexperience, specializing in Customer Journey Mapping and Customer Experience Management. He posted 6 Steps to Build a Customer Journey on LinkedIn...
View ArticleConscious Capitalism
In my younger artist hippy days, I believe that “money was the root of all evil.” As I got older, I realized that money itself was not evil and could be used to do a lot of good – the problem was...
View ArticleLearn, Anticipate and Simplify the Customer Experience across Channels with...
We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer interactions...
View ArticleSales, Service and Product Attract, Retain and Grow Customers with Personas...
Sales job is to find and acquire new customers. Services job is to retain and grow the current clients. Product needs to support both theses objectives. The product needs to provide features that new...
View ArticleProctor & Gamble’s Innovation Factory
“We know from our history that while promotions may win quarters, innovation wins decades.” – Bob McDonald, Chairman, President, and CEO, Proctor & Gamble The company spends billions annually on...
View ArticleBehavioral Data Insights Drive Personalized, Contextually Relevant Experiences
Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation...
View ArticleContext Brokering: The Secret to Personalized Brand Experiences
From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies to provide...
View ArticleInnovation Through Empathy Maps
If there is such a thing as a Design Thinking geek – I’m it. My new favorite Design Thinking technique is Empathy Maps. Empathy Maps are a tool to help synthesize your observations to discover...
View ArticleA Customer Journey Map Workshop
Just last week I ran a customer journey map (CJM) workshop at FICO World 2014. I always enjoy the enthusiasm for customers and engagement around designing better customer experience that happens at...
View ArticleFour Must Dos for your VoC Program
From mycustomer.com’s Voice of the Customer measurement: Which metrics are right for you? by Stacey Nevel, here are four “must dos” for a successful Voice Of the Customer (VoC) program: Engaging...
View ArticleMaking the Complex Simple with Progressive Disclosure
So how do you make the complex simple? How do you accommodate a person’s first-time experience from their familiar routine from their advance experts needs? With progressive disclosure. Progressive...
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Data to Delight in the Age of the Customer
We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A customer obsessed company focuses its strategy,...
View ArticleTeam Personas and Experience Maps
Paul Brooks wrote this article for UX Magazine about developing personas for team. Personas are a stand-in for a group of people who share common goals. They are fictional representatives—archetypes...
View Article50 Year Business Roadmap and Design Thinking
I was having lunch with a colleague – catching up on family and his new gig, when we got on a conversation about the difference in US and Japanese business cultures (he has spent the last 25 years...
View ArticleSDL Innovate 2014 Keynote Session – The Customer Experience Revolution
Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate 2014 in San Francisco. We shared...
View ArticleDesigning Experiences for E-Commerce Shoppers
The Nielsen Norman Group has identified five types of e-commerce shoppers: Product-focused shoppers know exactly what they want. They only want to locate the product, confirm it’s the right one, and...
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