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Roadmap to the Customer Innovations Blogs by Frank Capek  on Jan 09, 2008 - 03:28 PM read 485 times
Source: http://customerinnovations.wordpress.com/2008/01/09/roadm... |
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I’ve received several requests to put together a “roadmap” to the Customer Innovations blog posts I’ve done. Here is an organized path through the material I’ve posted so far. I haven’t tried to be all inclusive but have just the most substantial posts. Grab a venti dark roast and enjoy!
Customer Experience 101:
- Customer Experience and Why It’s Important?
- Characteristics of an Outstanding Customer Experience
- Your Company Doesn’t Have Customer Experiences, Only Your Customers Do
- Why Customer Experience Initiatives Fail?
- Experience Management Maturity: Moving from “Experience by Default” to “Experience on Demand”
- CE Specification: I Got a Song it Ain’t Got No Melody… I’m Gonna Sing it to My Friends
- The Customer Experience Does Not Happen at Your Touchpoints
- Most Efforts to Improve Customer Relationships are Misdirected
- Optimizing the Business to Business to Customer Experience
Personae-Driven Experience Design:
- Cognitive Ergonomics: What is an Experience Anyway?
- Cognitive Ergonomics: Designing Experiences that Fit the Customers’ Mental Model
- Observation and Elicitation: We Like to Watch
- Personae-Driven Customer Experience Design
- Personae-Driven Experience Design in Retail FinancialServices
- Automatic Behavioral Scripts: Don’t Overestimate Your Customers’ Interest in Having an “Experience” with You
- Novelty Seeking and the Design of Differentiated Customer Experiences
- Cognitive Ergonomics: Customer Experience and Our Search for Meaning
- Cognitive Ergonomics: How Customers React to Violations of Justice
- Optimizing the Most Critical Elements of the Customer Experience: CustomerChoices
- Designing for Customers’ Reactive, Deliberative, and ReflectiveExperiences
- Miswanting and the Pursuit of Unhappiness
Aligning Customer and Employee Experience:
- No Matter What Business You’re In, You’re In the Hospitality Business
- A Break in the Service Profit Chain: Why Increases in Employee Engagement Don’t Improve the Customer Experience
- Integrating Customer and Employee Experiences
- How Employee Experiences Drive Organizational Behavior
Integrated Customer Analytics:
- Using Predictive Modeling to Optimize Customer Relationships
- Adaptive Customer Profiling: Integrating Quantitative and Qualitative Customer Analytics
Other:
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