Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
How Loyalty Program Earning Schemes Impact Customer Perceptions
Loyalty programs have gotten increasingly complex in recent years. As companies fight for share of wallet, simple sandwich punch cards have been replaced with complex
The Connection Between Loyalty Programs & Customer Experience
Over the years, I’ve talked a lot about customer loyalty — the type of behavior that results from great customer experiences and drives additional revenue
Experiences That Matter: A Focus on Enjoyability
Earlier this summer I flew from San Francisco to Tokyo with an upgrade from economy to business class. I was excited about my flat-bed seat
Once Again, It’s Time For SXSW Voting!
I’ve submitted two really fun sessions for SXSW 2015. The first, It’s Time To Design Better Smartwatch Interfaces, will share the results of a wearables
Experiences That Matter: A Focus on Easiness
In a recent post, I presented the first of three core pillars of great customer experiences: usefulness. In short, customers spend money because they’re trying
Q&A About Brand, Marketing, & Customer Experience
Last week I did a webinar with the fine folks at the Society of Digital Agencies about the disconnect among brand, marketing, and customer experience
Experiences That Matter: A Focus on Usefulness
In 1995, the Pennsylvania Department of Transportation (DoT) commissioned a Penn State professor to understand how the state’s residents perceived the organization and to identify
Ignite A Customer-Centric Culture With Customer Insights
If you read my last post, you understand the importance of supplementing quantitative customer data with insights gleaned through interviews and observational research. But as
Why Deep Customer Insights Rely On Qualitative Research
In a recent post, I talked about the danger of making assumptions about your customers — and the importance of learning as much as you
The Connection Between Customer Satisfaction & Stock Price
The field of customer experience made headlines a few months back when Bloomberg Businessweek published a story titled, “Proof That It Pays to Be America’s
