I always feel a little bad when I inevitably silence the room with a simple question.
The following is a Best of 360Connext post. Customer experience is always a little tricky to explain. It’s just so darn big. What doesn’t it cover (not much) and who is responsible (good question). Often, customer experience is translated into user experience – the front-end digital experience of users. They are not the same, but […]
You don’t know what you think you know. Metrics only tell half the tale.
Honestly, helping your customers find their way is so critical, it’s baffling how it’s overlooked. Customers lose their way and then wander out to find your competitors. They wander out of your store, your web site, your mobile app…and then they never come back. There are probably 3 things you’re doing that cause customers to […]
Earlier, we discussed how diversity impacts the customer experience. Diversity is so tricky, right? The minute you announce “we are diverse!” is the moment you are suddenly looking at people the very way we don’t want to be viewed. We are not the deaf person or the black person or the foreign person. We are […]
It’s amazing how many times I report back to a client about a bad user experience and someone in the group reports back, “Oh, yeah, we knew that’s bad.”
Clean, usable forms, good functionality, and sometimes even nice bells & whistles. So while USABILITY may be high, USER EXPERIENCE often is not.
What’s the difference?