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Smartwatch Value Driver #4: Leverage the Device Ecosystem

Aug. 19, 2015 by Kerry Bodine

Smartwatch Value Driver #4: Leverage the Device Ecosystem

Pop Quiz: Which of the following is best for extended content consumption? A) Tablet B) Newspaper C) Smartwatch If you chose ‘C,’ you’re absolutely incorr— PARDON THE INTERRUPTION. To continue reading, please switch to another device. Jarring, right? Downright annoying, actually. Smartwatch users hate mid-task interruptions, too, as we learned during our research partnership with (Read More...)

Which Comes First: Big Business Decisions OR Customer Experience?

Aug. 17, 2015 by Kerry Bodine

Which Comes First: Big Business Decisions OR Customer Experience?

Over the past year, I’ve had several prospective clients get excited about improving their customer experience—and then postpone their CX initiatives because they first need to “prioritize defining the business requirements” or because they’re about to “embark on a major org change.” This approach always leaves me scratching my head. While these types of initiatives (Read More...)

SXSW Voting: Journey Mapping Edition!

Aug. 13, 2015 by Kerry Bodine

SXSW Voting: Journey Mapping Edition!

SXSW voting has now closed. Huge thanks to everyone who voted for our session. *** It’s still seven months away, but I’m already getting excited for SXSW 2016. As you might know, I have a passion for customer journey mapping—and I want to share it in Austin! The team here at Kerry Bodine & Co. (Read More...)

Smartwatch Q&A: 5 Value Drivers To Make Your App Indispensable

Aug. 12, 2015 by Kerry Bodine

Smartwatch Q&A: 5 Value Drivers To Make Your App Indispensable

How do smartwatch owners use their smartwatches? What are prospective buyers’ expectations? And how much value do these relatively new devices actually deliver? Last week I partnered with AnswerLab CEO Amy Buckner Chowdhry to present a webinar highlighting findings of our recent research into how well smartwatches live up to the hype. Below, I share (Read More...)

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Smartwatch Value Driver #3: Enable Bite-Size Interactions

Aug. 5, 2015 by Kerry Bodine

Smartwatch Value Driver #3: Enable Bite-Size Interactions

When we investigated the current state of the smartwatch experience together with AnswerLab, we saw a massive disconnect between what study participants wanted from their wearable gadgets and the reality of how they used them. Regardless of watch platform or length of ownership, watch wearers in our study used them primarily as notification engines. But (Read More...)

Smartwatch Value Driver #2: Curate Ruthlessly

July 29, 2015 by Kerry Bodine

Smartwatch Value Driver #2: Curate Ruthlessly

Newsflash: Smartwatches are tiny. They’re working with about 1/5th the screen real estate of a smartphone, and tablets are downright gargantuan by comparison. Seem obvious? When we partnered with AnswerLab to study the current state of the smartwatch experience, we realized it wasn’t. It wasn’t obvious to brands whose apps failed to account for the (Read More...)

Smartwatch Value Driver #1: Get Intimate With Your Users

July 22, 2015 by Kerry Bodine

Smartwatch Value Driver #1: Get Intimate With Your Users

Despite their tiny size, smartwatches have big shoes to fill. They evoke Dick Tracy’s video watch, Ethan Hunt’s myriad wearable tech, and Q’s parade of futuristic gadgets that 007 inevitably destroys. These fictional contraptions recognize their owners and their owners’ needs, powering up exactly when required with critical information or the means to escape a (Read More...)

The Secret To Customer Happiness: Realistic Expectations

July 20, 2015 by Kerry Bodine

The Secret To Customer Happiness: Realistic Expectations

Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable (Read More...)

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