Happy Customers Lead To Happy Shareholders
![What Does It Take To Be A Good Workshop Facilitator?](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1024" height="512"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal (Read More...)
We’ve got a great lineup of workshops in San Francisco this coming August. And you’ve got a great reason to register this week: early bird pricing! Save $100 on our two-day workshop and $50 on our one-day workshops when you register by this Friday, June 30. Customer Journey Mapping — August 16 & 17 Whether you’re (Read More...)
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. It was impossible to remove (Read More...)
Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. But often our clients are most worried about over promising the actions they’ll take after customers go home: How do we solicit feedback (Read More...)
I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question. But it’s actually not a matter of which one is more effective. In fact, both types of (Read More...)
Workshopping is hungry work. Our workshop participants are often on their feet, illustrating the details of a recent experience or prototyping an ideal customer journey. While a platter of cookies might suffice for a sedate focus group, it just won’t cut the mustard for a full-day workshop. Food and beverage details might feel deep in (Read More...)
![How To Choose A Persona For Your Journey Map](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1024" height="391"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? Quite simply, different (Read More...)
For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership The two (Read More...)
![Big Promises, Small Promises: Can Your Organization Keep Both?](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1140" height="641"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know (Read More...)
For the past two years, I’ve participated as a member of the jury for the Service Design Award, presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about (Read More...)
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