When I was getting my Master’s degree in Human-Computer Interaction, my professors required my classmates and I to write “The user is not like me” at the top of every test and project we turned in. Failure to do so resulted in a failing grade. At the time it seemed a bit silly — but(Read more…)
The 4 Types of Customer Journey Maps
Journey maps are one of the best tools I’ve seen for helping companies understand their end-to-end customer experience from the customer perspective. But I’ve found that many prospective journey mappers embark on this activity without articulating what they want to get out of it — and without fully grasping that there are several variations of(Read more…)
Hands, Heads, & Hearts: Connecting With Pet Parents
I’m a pet parent. And like millions of others, I spend plenty of money on products and services to keep my cat happy and healthy. (Pet parents in the U.S. will spend north of $58 million on their furry friends in 2014 alone.) To earn — and keep — the business of pet parents, pet-related(Read more…)
Onboarding: Start Your Customer Experience Off Right
Companies that want to improve their customer experience often struggle with where to start. The answer, often, is at the beginning. I don’t mean to be flip. I’m talking about the beginning of the customer lifecycle, that critical time when companies work to convert prospects to fully integrated and profitable customers. Onboarding shapes your customers’(Read more…)
The 3 Customer Body Parts Your Brand Must Touch
The following should not be news to you, but it’s sometimes easy to forget: Your customers aren’t just lines in a spreadsheet or records in your CRM system. They are people. And if you want to develop long-lasting relationships with these people, you need to connect with them. Specifically, you need to touch them at(Read more…)
My Partnerships With The Swedes
I’m not sure if it’s my Swedish heritage, my penchant for Scandinavian design, or my love of long summer days — but as I mentioned in a previous post, I’ve decided to partner with two fantastic Swedish organizations: Doberman and Hyper Island. I thought I’d introduce them to those of you who haven’t yet had(Read more…)
How Customer Experience Impacts Your Bottom Line
I recently received a rather depressing phone call. My friend, the head of customer experience at a large manufacturing firm, had been laid off along with the rest of her team. This was upsetting on a personal level, of course. But what we jointly bemoaned was the bigger picture: the fact that so many http://www.honeytraveler.com/pharmacy/(Read more…)
UX for Good 2014: Harnessing Emotion to Prevent Genocide
Have you ever visited a Holocaust museum or genocide memorial? What did you experience? And how did you feel after you left? UX for Good is seeking to convert the raw human emotion evoked by genocide memorials into meaningful action that will prevent future atrocities. In June, they’ll be sending a team of 12 user(Read more…)
Customer Experience Drives Loyalty
Over the last several years, customer experience has become a buzzword in companies around the globe. But why should marketers care about customer experience? Why do customers’ thoughts and feelings about their interactions with companies matter? One word: loyalty. According to a recent report from Oracle: 81% of consumers will pay more in exchange for(Read more…)
Customer Experience & Brand
Your brand is more than a logo and a set of visual design guidelines. It’s a beacon that should set the tone for every internal decision and every external interaction. But systemic disconnects between your marketing department and the rest of your organization can result in confusion over what your buy generic revia brand stands(Read more…)