How To Design Your Loyalty Program Customer Experience
In a previous post, I talked about the need for loyalty program interactions to be both useful and easy. In other words, loyalty programs need to provide some utility or help someone accomplish a task (whether that’s saving money, getting a free TV, or getting exclusive access to an event). And the process of doing […]
Can We PLEASE Design Better Conference Nametags?
I go to a lot of conferences. A lot. And frankly, I’m sick and tired of all the bad nametag design that I see — even, or I should say especially, at DESIGN conferences. Here the major problems: Tiny type. Type sizes that are easy to read on a screen or on a printout that […]
My Head Just Exploded: Capital One Acquires Adaptive Path
It’s not often I hear news that makes me scratch my head for hours on end. But Adaptive Path’s announcement last week that they’ve sold to Capital One really got my wheels turning. Even Jesse James Garrett, Adaptive Path’s Chief Creative Officer, admits that the match is a weird one. Here’s what’s rolling around in […]
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 shocking as this might sound, deep customer insights aren’t the ultimate objective. Your real aim is to deliver a customer experience that drives customer loyalty, revenue, and cost savings. And […]
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 can about your customers’ real needs, desires, emotions, and expectations. Quantitative data plays a role in this, of course. Website analytics will show you the paths that people navigate on […]
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 Most-Hated Companies.” The article highlighted an analysis of the 2013 stock market returns for 146 publicly traded companies ranked on the 2013 American Customer Satisfaction Index® (ACSI). “You won’t be […]
My Customers Are Not Like Me
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 […]
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 […]
