Experience Design Principles and Improvement in CX
It’s an incredible time to watch our world become resurfaced by the power of technology and communication, which is driven by the decisions and preferences of the customer. As a result, all organizations are affected by these forces of globalization as customers become more widely dispersed, yet joined as one 24/7 interconnected village. The challenge organizations [...]
A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to answer as my wife and I just shopped a retailer we had not been too previously in Oak Brook, Illinois called [...]
Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing [...]
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see [...]
From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems, touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders. The corporate approach [...]
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 takes [...]
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 feet [...]
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 naturally [...]
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 better [...]
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, often [...]
