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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. If you look around you will notice countless objects, that all have been intentionally designed.

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Creating Customer Personas: Solutions to 4 Common Challenges

Experience Investigators by 360Connext

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

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The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Recognizing that Customers decide emotionally and justify rationally.

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The 5 Rules to Managing How Your Customers Make Decisions

Beyond Philosophy

Managing How Your Customers Make Decisions. Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Strive to make customers buy from you intuitively. Strive to make customers buy from you intuitively.

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Fast Food. Fast Change.

Storyminers

Chipotle impressed me this week with a new digital-only restaurant in New York (near West Point, home to nearly captive, heavy-exercising, and always-hungry cadets). Instead of whining about change, Chipotle (NYSE: CMG) leaned into their customers’ changing buying habits to inform its new store design. Implications.

Exercises 162
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Imagine That You're a Human.

CX Journey

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. And we are all customers! Do we forget that we’re customers, too? Research your customers.

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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. 116 years, 8 of them with an emphasis on customer experience.

Brands 350