Category: Customer Experience
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The Death of “Just in Case” Web Design
Ever since the first web browsers were created in the mid 1990’s people have been endlessly debating on how to design a web site. Or more specifically their companies’ site. At first it was left to a small group of people to make the decisions, because it was probably a…
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Outside In: Forrester Customer Experience Forum 2012
Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and…
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Inside Out or Outside In?
Working teams sometimes get locked in difficult battles when it comes to settling on a creative direction or execution. I’ve noticed that many of these encounters are caused by how the two sides, usually in heated debate, are either looking from the inside out or the outside in. Both are…
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Start Small, Then Subtract
Addition or subtraction? It’s not a trick question (boxers or briefs?). It’s a legitimate question. Designing interfaces today is more challenging than ever. As servicing, marketing, branding, lines of businesses, channels and devices converge, it is more important to leverage data to make the right display choices. But there is…
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Apples will Continue to Fall from Trees
It’s not so much that Steve Jobs has stepped down as the head of Apple that saddens me, it’s the reason why he is stepping down. Cancer invades so many people’s bodies and it’s a ruthless scourge. Regardless of which side of the technology war you are on, no one…
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A Good Customer Experience is a Positive Company Outcome
Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now about what Good Customer Experience means, the other kind doesn’t much matter, and have distilled those replies into the following definition. Good Customer Experience: An…
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Can Customer Experience Drive Business Decisions?
Companies are getting more serious about delivering a better customer experience. Thanks to research firms, passionate consultants and champions inside company walls, senior executives are more aware of CX and willing to support staff and programs to improve it. So how far will they go? Right now it’s about making…
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Sonos: Rockin’ Good Time
I have written about Sonos in this space from time to time. Sonos is a wireless music system that can connect with the digital files on your computer and broadcasts them wherever you want in your home. You can play different tracks in different locations and effortlessly shift from your…
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Forrester Customer Experience Forum Delivers the Goods
On June 22nd and 23rd, Forrester Research held their first ever Customer Experience Forum at the Grand Hyatt in NYC with this timely theme; The Customer Experience Journey: Keeping Momentum in a Downturn. They work hard at keeping it real and relevant. First let’s get the Wordle thing out of the…
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Improving the Customer Experience Begins with Active Listening
This is an expanded version of a presentation I gave at the Customer Experience Summit on May 13, 2009 at The Art Institute of Chicago. The event was hosted by TeaLeaf and OpinionLab. Feedback, Voice of the Customer, whatever you want to call it is not new. It was born with that first…
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American Airlines Charges $15 to Send an E-mail!
I booked a flight for myself and family to visit my mother and sister during the holidays. The tickets were pretty expensive so we elected to use miles. The day before the flight, while I was making a car service reservation, I discovered that my outbound flight was no longer…
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I’m Going to Stop Messin’ with Texas
I’ll admit it, I have never been a fan of Texas. There’s a lot of baggage there for me; Oil, JFK, Bush, free use of the death penalty. But I’m softening my position on Texas. Why? I attended a conference there for four days last week and I couldn’t say…