Have you ever wondered what life would be like as an urban planner? I’m sort of fascinated by the subject, partially because I’m totally enamored with our own community here in Oak Park, Illinois. When a community is planned by residents, it works Oak Park, early in the suburban sprawl that eventually defined the landscape of the […]
I know web designers who design websites that their clients “love” and even websites that “work” for their client’s customers. But there’s a problem. Too often I hear what a grueling experience it was, for both from the designer and the client! Usually it’s not because of the end product – but the total customer […]
You’ve heard of death by PowerPoint, right? That feeling when the presenter, whether in a conference or company meeting, is reading poorly worded phrases off generic bulleted lists is enough to kill any enthusiasm in the room. The same thing can happen with customer experience. Death by design sneaks into culture, into presentations and into […]
During the Customer Experience Professionals Association (CXPA) Member Insights Exchange, one of the breakout sessions was a presentation by Brian Bolten, Vice President/Director, Engagement Strategy of True Action, an Ebay company. The focus: how to create personalized journeys by understanding customers’ behavior more. In this session we learned a lot about how eBay is unlocking […]
Elegant. Intuitive. User Experience. The Age of the Customer. Design. These are a few of the hottest terms being thrown around in discussion regarding what customers want nowadays in technology. I’ve got a great example for us to geek over and hopefully inspire you to design or tweak one of your own! I recently came across a […]
When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.
The Internet as an “envy amplifier:” It’s easy to find people or companies that are taller, richer, smarter than you. Now a word about customer envy