Customer experience

Tools supporting the design process

Cross-channel becomes touchpoint orchestration.

Example: Touchpoint orchestration ~ "Consumers interact with companies in many different ways. They may receive corporate information through publicity in the media, they see brand advertisements on TV or in magazines, they interact with personnel during the buying process or at the customer service desk, they unwrap packaged goods, they sample products in stores, and so on. Ideally, the different design elements that consumers experience should work together like the instruments in an orchestra to create the overall experience. Just like the instruments in the orchestra each have a different character, the design elements do not need to be similar in order to work together in creating a great and engaging experience. Touchpoint orchestration makes sure that all different elements work together and in the right order, in order to create the desired user experience."

(Experience Driven Innovation)

Posted on February 22, 2012 | Permalink

Convenience: The third essential of a customer-centric business

Never seen 'convenience' as a quality attribute for user experience, like usable, useful or desirable.

"Technology and innovative design have made many products and services more predictable and efficient, the two lower levels of Different's 7 Essentials of Customer Experience. Convenience, the next essential of customer experience, is a critical factor in determining how customers make decisions about what to buy, what services to use, where to go, and with whom to engage. Conventional wisdom says that convenience is a factor of time and effort. On the surface, that's true, but if you dig a little deeper to fully understand service convenience, you need to consider another factor: perception."

(Ari Weissman a.k.a. @TravelingRE ~ UX Magazine)

Posted on February 17, 2012 | Permalink

Why User Experience Is Critical To Customer Relationships

See, UX gets picked up by the 'big guru guys'. Let's see what they do with it.

"User experience is a priority that should, in some way, find a home within the design of any new-media strategy. (...) User experience is now becoming a critical point in customer engagement in order to compete for attention now and in the future. For without thoughtful UX, consumers meander without direction, reward, or utility. And their attention, and ultimately loyalty, follows."

(Brian Solis a.k.a. @briansolis ~ Fast Company)

Posted on February 14, 2012 | Permalink

Timeless Advice About Chief Customer Officers

How come I mistrust companies which appoint a CCO? AAPL doesn't have a CCO.

"Chief Customer Officers can be valuable in the right environments."

(Bruce Temkin a.k.a. @btemkin ~ Customer Experience Matters)

Posted on February 10, 2012 | Permalink

UX and the Kano model

Cross-pollination with another practice.

"The model (...) helps you analyze the customer experience of your product (or service), which ultimately allows you to invest more wisely in customer experience improvements."

(Christian Holst ~ Baymard Institute)

Posted on February 07, 2012 | Permalink

How Chief Customer Officers Are Driving Change

CX is getting a lot of traction due to Forrester these days. I wonder why.

"An increasing number of companies are appointing a single executive to lead customer experience efforts for a business unit or the entire company."

(Paul Hagen a.k.a. @PaulHagen ~ UX magazine)

Posted on January 31, 2012 | Permalink

6 Disciplines for Reaching Customer Experience Maturity

Morphing UX into CX increases organizational complexity by several levels of magnitude.

"Most companies say they want to differentiate themselves based on a superior customer experience. But the reality is very few manage to provide an experience that truly differentiates a brand from competitors."

(Megan Burns a.k.a. @mbcxp ~ UX Magazine)

Posted on January 25, 2012 | Permalink