Customer Experience Design in 7 Minutes

Storyminers

How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20 , a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these questions: What are the key trends in CX for 2016? Which experiences around the world impress you most?

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Market research vs Design research.

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With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. Customers are human.

What is Customer Experience Design?

ReviewTrackers

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. What is Customer Experience Design? Benefits of Customer Experience Design.

Report: Behavioral Guide to Customer Experience Design

Experience Matters

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking.

Lessons From Leaders At Brands Where CX Is Working

Storyminers

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience.

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The Myth Behind “Low-Hanging-Fruit”

Storyminers

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects.

Magic Mirror Reflects Major Innovation for the Connected Consumer

Storyminers

As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head.

How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors.

Intelligent Experiences: Where CX Meets Tech

Storyminers

From the 1970s through the 1990s, customersexperiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems.

International User Testing is Critical

Truthlab

Customer Experience DesignReading Time: 3 minutes You’ve developed a great product, tested and refined how it works, and successfully strategized how to get it into the hands of buyers.

Here’s A Notion Retailers Must Adopt

Storyminers

Customer Engagement Strategy Customer Experience Customer Experience Design Employee Experience Experience DesignNRF’s Big Show (image courtesy of www.fierceretail.com) 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.

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

5 Chilling Design Mistakes that Create a Horrifying Customer Experience

Truthlab

Reading Time: 2 minutes If you’re not spooked by zombies, vampires or ghosts, then you might get a fright from common UX design mistakes that can seriously impact the customer experience. Customer Experience Design

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Storyminers

To pull off pilots like this, retailers must coordinate the activities of multiple departments into one smoothly running new customer experience. Click To Tweet —ones that haven’t introduced new shopping technologies or a self-driving car—can amaze their customers and shareholders too.

Galileo: A True Interactive Visionary

Storyminers

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. Culture + Adoption Experience Design Reflections Customer Experience Design Galileo stories storyminers strategy

Galileo: A True Interactive Visionary

Storyminers

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. Experience Design Strategy Customer Experience Design Galileo stories storyminers strategy

The Myth Behind "Low-Hanging-Fruit"

Storyminers

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects.

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

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High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

Michelli Experience

I also opined on the critical role of trust in strengthening the social contract between businesses and customers. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them. In addition to investor returns, high trust organizations are good for leaders, team members, and even customers. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

Outside-In vs. Inside-Out Thinking

CX Journey

Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition.

CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience.

Always Be Testing

Truthlab

And that’s good advice for user experience teams also, but with a slight twist: […]. Customer Experience Design Leadership

Ask Better Questions to Unlock Creative Solutions

CX Journey

How does that relate to customer experience? As you think about your customer experience strategy and improvement efforts or your culture transformation, what problems are you encountering? Image courtesy of terryhadalittlelamb What on Earth is catalytic questioning?

Memorable WOW Experience Held Together by Coffee Stir Sticks

Michelli Experience

It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. Great service is about empathy – It involves putting yourself in the position of your customers.

James Patterson's New Book Will Self-Destruct in 24 Hours

Storyminers

With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill James Patterson has written lots of books.

What's Your #CX Strategy?

CX Journey

Image courtesy of AnnaRachel1 What is a customer experience strategy? Let's start by defining "customer experience strategy." Define and communicate your brand promise Understand your customers: who are they?

Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.

Should #CX Professionals Care About the Four Moments of Truth?

CX Journey

And do they fit into experience design? I recently read Brian Solis' latest book, X: The Experience When Business Meets Design. This is when the customer uses and experiences the product and the company supports the relationship.

Usability Testing: Don’t Eat the Dog Food

Truthlab

Customer Experience Design

This is How to Ask Your Customer Questions

Myra Golden

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. And honestly, it sounded to me like we were interrogating our customers with our line of questioning!

Video 23

CX Journey™ Musings: Busy Work vs. Real Work

CX Journey

Image courtesy of myfrozenlife Think about the things that you're doing to transform your organization and your customer experience. Doesn't that just describe what's required to make some real improvements when it comes to customer experience transformation!

The ‘Always On’ Enterprise

Storyminers

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? The customer was rarely part of the equation. Now, customers are front and center in almost every business ecosystem. With advances in technology, digital and mobile, customers demand more attention—and more value—from the brands they choose. This quick about-face is forcing business decision makers to include customer outcomes in their thinking.

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This Is the Only Way You’ll Get an Angry Customer to Calm Down

Myra Golden

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. You don’t want a customer to be controlled by their emotions.

#CX Improvements and The Streetlight Effect

CX Journey

Image courtesy of _Dadita_ Do your customer experience improvement efforts suffer from the Streetlight Effect? It got me thinking about how companies decide to make improvements to the customer experience. customer experience customer experience design process improvemen

How to Create a Customer Persona

Touchpoint Dashboard

Do you really know your customers? It’s easy to confuse the data that you’ve collected on a customer with the actual attributes of the customer. Blog customer experience Design Thinking personas

55 Improvements I Hope You Make To Your Customer Experience

Myra Golden

Let upset customers vent for a few seconds. And while customers vent, offer simple reassurances, like “Um hmm” or “I see.”. Use “dead air” space on calls to explain to customers what you’re doing or to make small talk. Meet needs customers don’t even express.

Anxious to Get to Future State?

Touchpoint Dashboard

Current state maps show the steps that customers take today to complete some task, while future state maps show the steps they will be taking to complete the task after the process has been […].

20 WOW Telephone Techniques: Tip #8

Myra Golden

Convey Empathy to Customers. One of the skills we practice in my onsite customer service workshops is Empathy.

Tips 32

Welcome To The Dawn Of Anticipatory CX

Forrester

Forrester's CX Index shows that, across the board, companies are getting better at delivering quality customer experiences (CX). But in as much time as it takes to open a celebratory bottle of champagne, the tide of rising customer expectations threatens to push the product or service CX pros have been working on for so long toward obsolescence. Essentially, customer expectations are rising faster than companies can conceptualize, design, and deliver improved experiences.