The Tablet is now the Preferred Device for Reading and Writing Emails
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...
View ArticleCustomer Experience Design Best Practices for Mobile
Forrester (and others) have put out some useful tips for designing experiences for mobile including Mobile App Design Best Practices and Best Practices in Mobile Banking. What I like best is seeing the...
View ArticleThe Four Customer Experience Core Competencies
In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The report focuses on these four...
View ArticleJeanne Bliss’s Five Customer Experience Competencies
The first book I read on customer experience was Jeanne Bliss’s Chief Customer Officer. Like many of us, it changed my life. In Jeanne’s blog, Framing the 5 Customer Experience Competencies, she shares...
View ArticleTen Critical Components of a Great Customer Experience Journey Map
Jim Tincher is the Customer Experience practice lead at SMS Research Advisors. In his blog post, Customer Experience Journey Map – the Top 10 Requirements, he shares with us detailed criteria they use...
View ArticleLa Madeleine in Alexandria, Virginia
I was recently traveling in Alexandria, Virginia on business and stopped at La Madeleine Country French Café on King Street for breakfast. I went to pay for my meal and my personal credit card was...
View ArticleCustomer Enchantment: An Interview with Bob Caruso
Bob Caruso is a Managing Director at Endeavor Management bringing over 20 years’ experience in reinventing, redefining and energizing customer experiences. He’s been a part of the irreversible power...
View ArticleThe Economics of Net Promoter Temkin Group Report
The Economics of Net Promoter, published by the Temkin Group, examines the link between NPS and loyalty across 19 industries (airlines, appliance makers, auto dealers, banks, car rental agencies,...
View ArticleGive the Moment What the Moment Needs
Chris Bryant, at ProductCamp SoCal last year, said “Give the moment what the moment needs” I jotted this down and it really stuck with me. Cherish yesterday, dream of tomorrow and live for today. This...
View ArticlePlan for Radical Transformation in new Customer Experiences!
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...
View ArticleGetty Center Parking Garage Barrier Bars
Located in Los Angeles, California, the Getty Center is a museum that specializes in pre-20th-century European paintings, drawings, illuminated manuscripts, sculpture, and decorative arts; and 19th-...
View ArticleCustomer Satisfaction, Customer Effort and Net Promoter Score: Different...
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...
View ArticleGreat Customer Experience Should Not be a Public Relations Ploy
Though it is for many companies… This week Jack Cummings shared with us: “I recently had the unhappy experience of calling ATT internet support 8-9 times over a couple of months trying to get my ATT...
View ArticleLearning from Our Customers
I cannot over emphasize the importance of developing prototypes and reviewing them with your target audiences as early and often as possible. Determining, developing and delivering your customer...
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Hick–Hyman Law and Design
Psychologists William Edmund Hick and Ray Hyman define “the time it takes for a person to make a decision as a result of the possible choices he or she has” in the Hick–Hyman Law.That is, increasing...
View ArticleThe Secret to Innovation is Human-Centered Design
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...
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Staging an Experience: Orchestrating Memories from Pine and Gilmore
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...
View ArticleThe Omni-Channel Shopper
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...
View ArticleWhat Great Brands Do: An Interview with Denise Lee Yohn
Blending a fresh perspective, twenty-five years of experience working with world-class brands including Sony and Frito-Lay, and a talent for inspiring audiences, Denise Lee Yohn is a leading authority...
View ArticleCustomer 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...
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