We recently spoke with twelve leading customer-focused organizations from around the world to uncover best practices and strategies for creating a successful customer experience. Our conversations uncovered eight key lessons.
Tagged: Best Practice, Customer Experience | 4 Comments »
The customer experience lifecycle starts far before and continues long after the relation covered in the classic customer lifecycle model.
Tagged: Customer Experience, Customer Experience Lifecycle, Interaction, Touch-points | Leave a Comment »
This article takes the holiday travel industry as an example to illustrate the breadth of the customer experience lifecycle.
Tagged: Customer Experience, Customer Experience Lifecycle, Holiday, Travel | Leave a Comment »
Service innovation case study of the design of an online savings account shows that creating an optimal customer experience, even for an online product, requires looking at more than a single customer touch-point but at the overall product and service design and delivery.
Tagged: Customer Experience, Finance, Innovation, Service Design | Leave a Comment »
People have limited working visual memory and filter out a lot of things in their every day lives. So how can advertisers have our interest in a world overloaded with messages competing for our attention?
Tagged: Market Research, Psychology, Research, Selective Attention, Selective Attention Test | 1 Comment »
The few clicks principle is one of the most misunderstood and oversimplified concepts in Web usability today. Good information design is not about how many clicks it takes to reach the information desired or to complete a specified task as much as how intuitive it is to do so.
Tagged: Information Architecture, Usability, User Experience, Web | Leave a Comment »
This article discusses how socio-cultural differences in China affect research in comparison to research conducted in western cultures, and how research methods should be adapted.
Tagged: China, Cross-cultural, Cultural differences, Research | Leave a Comment »
This journal emphasizes the importance of emotion in consumers’ purchasing behavior and highlights marketing research techniques that can help better understand these aspects.
Tagged: Market Research, Projective Techniques, Psychology, Qualitative Research, Research | Leave a Comment »
This journal introduces the concept of customer experience and the need for consistency among all touch-points between companies and their customers.
Tagged: Customer Experience | Leave a Comment »
