Tagged with customer experience
Results for Tag(s): customer experience
=> matched 53 conversations and an additional 4 replies
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For the discerning customer...
by Kelly on Jun 16, 2008 - 02:55 PM read 79 timesAwesome! - $499 dollar ethernet cable If you are interested in this, I've got some great stuff to sell you. ... read more -
The Creeping Insanity of Security Questions
by Vaughan Merlyn on Jun 16, 2008 - 08:35 AM read 908 times
Source: http://itorganization2017.wordpress.com/?p=256Excuse me if I deviate for a moment and go off on a rant, but I’ve had it up to my proverbialeyeballs with the creeping insanity that’s gripped people responsible for protecting us from would be evil-doers on websites. Due to changes in my home technology set up as well as changes to my company email address, I spent part of the weekend updating my personal details on various ... read more -
Here Is Your Next Generation Web 2.0 Recruitment Site Checklist
by 'Bayo Akinola-Odusola on Jun 10, 2008 - 07:54 PM read 184 timesIn a previous conversation we had a peek into next generation successful Web 2.0 recruitment/career websites and some of the things candidates have come to expect based on their consumer experience on the net. This post digs a little deeper and provides a checklist for you if you are currently on the fence about moving your recruitment career site to next generation. Success Leaves Clues... The top dogs of Web ... read more -
Next Generation of Corporate Career Websites - The Challenge
by 'Bayo Akinola-Odusola on Jun 01, 2008 - 12:37 PM read 127 timesThe next generation of Corporate career websites are all about the candidate experience and the numerous opportunities that companies have to take advantage of Web 2.0 features and functionality. Why should any organization even bother with this? Think "Competitive Advantage" as the national and international war for talent becomes fiercer. It’s crucial that companies of all sizes recognize and have ways of measuring the value of putting a dynamic and ... read more -
Business Implications of SOA: Part 2
by Vaughan Merlyn on Apr 08, 2008 - 08:39 AM read 1274 times
Source: http://itorganization2017.wordpress.com/?p=225In the last post, we talked about the first two business implications of SOA. The first isthe rapidly evolving market ecosystem for “services in the cloud” and the increasing availability of plug-’n'-play “widgets” all made possible by the underlying standards and methods of SAO. This innovation is equivalent to that brought about by the early gun makers with the introduction ofinterchangeable partsinto early gunmaking in the late ... read more -
Customer interaction...or not?
by theJamesHamilton on Mar 31, 2008 - 12:32 PM read 783 times
I stood in line yesterday at a self-service checkstand. As my turn approached, I noticed a cashier standing by her register with absolutely no customers! A question occured to me....was that Retail company to blame for the consumer's obvious preference ( "I'll do it myself because I can do it more accurately, with less hassle, and without added pressure techniques than that cashier" ) OR...are WE, the customers, to blame because we've "given ... read more -
Behavioral Engineering and the Design of Influential Experiences: Example - Influencing Sustainable Behavior
by Frank Capek on Mar 20, 2008 - 08:43 AM read 298 times
Source: http://customerinnovations.wordpress.com/?p=83Let me start this important topic with a few points that should be intuitively obvious: The benefits associated with delivering an outstanding customer experience accrue from influencing customer behavior Customers either deliberately or incidentally change what they do when they experience something that makes them feel or think differently In most competitive markets, there are straightforward financial benefits associated with changing customer behavior. These positive changes in customer behavior lead ... read more -
Whose Experience is it Anyway?
by Frank Capek on Feb 21, 2008 - 09:21 PM read 962 times
Source: http://customerinnovations.wordpress.com/?p=81I’d like to emphasize a point I’ve made in earlier posts. Your company does not have a customer experience… only your customers do. Although it might seem like this is splitting hairs, we’ve come to realize that the distinction is critical. The moment you start talking about “our company’s customer experience” attention gets focused on what we do rather than how customers experience things. Our working definition of experience is: ... read more -
Influential Experiences and the Psychology of Escalating Commitment
by Frank Capek on Feb 04, 2008 - 07:41 PM read 523 times
Source: http://customerinnovations.wordpress.com/?p=79Would you decide to just go out and spend $15,000 on tools to do a little work around the house? Are the improvements to your backyard worth the $12,000 you ended up spending? Would you decide to invest $3,000 on repairs to your old, unreliable car, even though it was only worth about $4,000 in the first place? Or, is your prize collection of beanie babies, figurines, watches, or ___________ ( ... read more -
BSG Concours Launches Innovative Customer Experience Research Program
by Frank Capek on Feb 04, 2008 - 04:10 PM read 463 times
Source: http://customerinnovations.wordpress.com/?p=77Customer Experience Concours is a unique research and development program dedicated to enabling major corporations to improve business performance by delivering a differentiated customer experience. The program will allow a select group of corporations to collaborate with the award winning BSG Concours research team (a division of BSG Alliance) along with: Lou Carbone, a pioneer in leveraging customer experience as a differentiated business strategy ... read more -
Customer Experience and the Element of Surprise
by Frank Capek on Jan 30, 2008 - 10:19 PM read 1194 times
Source: http://customerinnovations.wordpress.com/?p=74How do you get your customers to talk about the experiences they’ve had with you? Over the past week, I’ve had a few conversations with executives about improving their organization’s Net Promoter Score (NPS). While there are certainly differences of opinion on the importance of NPS as a central metric for an organization’s performance with customers (see Randy Brandt’s Core ... read more -
If you’re looking for a good introduction to behavioral economics leading up to the emerging field of neuroeconomics, check out Michael Shermer’s The Mind of the Market. The Mind of the Market isan easy to read summary of some of the work of many of the brilliant contributors to this field including: Daniel Kahneman and < ... read more
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Cognitive Ergonomics: Framing and Priming the Customer Experience
by Frank Capek on Jan 24, 2008 - 10:15 PM read 354 times
Source: http://customerinnovations.wordpress.com/?p=72I’ve gotten accustomed to taking my car to the Jiffy Lube near my house. Over the 30 years that I’ve been driving, I’ve had the full range of good and bad experiences with auto service shops. However, this Jiffy Lube has a distinctive and effective way of interacting with me regarding the cost of my service. At the end of each visit, they bring me over ... read more -
IT Service Management vs. IT Product Management
by Vaughan Merlyn on Jan 21, 2008 - 05:00 AM read 2521 times
Source: http://itorganization2017.wordpress.com/2008/01/21/it-ser...In an earlier post, I discussed the differences between and relationships among Project, Program and Portfolio management - this continues to be a popular post. Today I’d like to explore the differences between IT Product Management and IT Service Management as they pertain to IT and to business-IT maturity. This thread is inspired in part by my colleague Roy Youngman’s post on Program Management ... read more -
Designing Socially Influential Experiences
by Frank Capek on Jan 19, 2008 - 10:31 PM read 435 times
Source: http://customerinnovations.wordpress.com/2008/01/19/desig...Years ago, P&G ran a promotional campaign in which customers could win prizes for writing the best essay about why they loved one of P&G’s products. In response to this promotion, tens of thousands of customers voluntarily submitted short essays for the chance of winning. This brilliantly influential campaign leveraged one of the same techniques used by the North Korean military to influence (a.k.a. brainwash) prisoners of ... read more -
A World Class Hospitality Experience: Four Seasons Aviara
by Frank Capek on Jan 12, 2008 - 11:35 PM read 491 times
Source: http://customerinnovations.wordpress.com/2008/01/13/a-wor...Last month, I had the opportunity to do a keynote speech at a Maritz Customer Experience Conference. One of the highlights of this event was a behind the scenes tour of the beautiful Four Seasons Aviara Resort. I took copious notes and wanted to share a few of the salient elements that contribute to the world-class hospitality experience delivered by this resort. Across the clients we’ve worked with, ... read more -
Helping Customers Lose Wait
by Frank Capek on Jan 11, 2008 - 06:16 PM read 564 times
Source: http://customerinnovations.wordpress.com/2008/01/11/helpi...I’m so tired… tired of waiting… tired of waiting for you… Oh… sorry… I’m just sitting here singing to myself as I wait on hold for the reservation agent to pick up. I might as well do something productive… like write a post about waiting. I know, we all have to wait. Every day we wait for the next available agent; we wait in traffic; we wait at the ... read more -
Wesabe: A Collaborative, Next Gen Financial Experience
by Frank Capek on Jan 10, 2008 - 06:13 AM read 488 times
Source: http://customerinnovations.wordpress.com/2008/01/10/wesab...I’ve spent a lot of time working with a handful of leading financial services organizations on the design of their customer experience. One of the biggest challenges is that executives at these organizations have a natural tendency to think about the business in terms of the traditional industry boundaries. In a recent post, I talked about a customer-personae driven experience design approach that starts by considering the broader ... read more -
Roadmap to the Customer Innovations Blogs
by Frank Capek on Jan 09, 2008 - 03:28 PM read 403 times
Source: http://customerinnovations.wordpress.com/2008/01/09/roadm...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 read more -
Amazon: Putting Customers First
by Frank Capek on Jan 09, 2008 - 12:26 PM read 485 times
Source: http://customerinnovations.wordpress.com/2008/01/09/amazo...I just came across a wonderful article in the NY Times, titled: Put Buyers First? What a Concept. The author had ordered a Playstation from Amazon for his son for Christmas. On December 21st, he realized he had not received this $500 item. Apparently, it disappeared after the package had been signed for by a neighbor. The author called Amazon to report ... read more
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