Experience Design Principles and Improvement in CX
In this special article, I interview Jeffery Sears, CEO of PIRCH, to get his insight on customer experience. I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it…
During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this year’s ‘store of stores’ in 280,000 square…
Customer Experience encompasses a multitude of sub-disciplines and covers substantial ground in the world of business. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to for years is the art of communication. Those working within an organization where there is more than one employee, which…
If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a…
There is a chorus of voices across the business landscape with a resonant message: stage positive experiences for your customers and business performance will improve. Customer experience practitioners argue that doing so will make it easier to acquire customers, reduced churn, improve revenues and profitability, and in general, create brand loyalty. This is compelling logic,…
With the increasing focus on customer experience as a competitive differentiator, many companies should adopt design principles based on human senses to create a ‘gestalt’ experience, one in which all the senses are engaged. The role of the human senses in this customer experience design, while present, has not received focal attention until recent research…
Customers are central to the success of a company. Period. And what we’ve discovered over the last couple decades is that the more we focus on customers, with a distinct purpose of improving their experiences, the more it leads to positive performance outcomes- revenues, profitability, shareholder value, among the hard ones, and loyalty, word of…
