Three Key Misconceptions About Experience Design
There are three key misconceptions about customer experience design that are limiting its effectiveness in many organizations. These must be resolved for companies to design experiences that are effective, enjoyable and differentiated.
Designing a Customer Decision Journey Driven Sales and Marketing Framework - Part 2
We start the design process by collecting information about who our clients customers are, what our clients customers are doing and why they are doing it.
Designing a Customer Decision Journey Driven Sales and Marketing Framework - Part 1
A step by step guide for designing a flexible framework that enables sales and marketing to adapt to changes in customers buying behaviors.
Journey Driven Sales and Marketing
Marketing and sales must evolve to become services that deliver value independent of a purchase. They must make the customer better at who they are attempting to be and what they are want to accomplish. Shifting to service based sales and marketing requires a disciplined program of customer research, journey analysis and insight development.
The Dangers of Benchmarking
Industry benchmarking is worthless activity unless the others in your industry are the best. If you compete with mediocre companies you will only achieve mediocrity.
The ethics of connecting things to the internet
As the recent Jeep hacking incident vividly demonstrates, the risks inherent in connecting things to the internet continue to grow and the impacts of those breaches are growing more serious.
If we make the assumption that everything can and will eventually be hacked, what are the ethics of building connected devices?
5 Key Principles for Creating a Positive Customer Experience
Enjoyable and effective customer experiences don't just happen. They must intentionally and deliberately designed across every touchpoint. This requires a deep understanding of your customers and an unwavering focus on their perspective. There are 5 key principles that help guide the creation of great experiences:
Journey Maps: The most powerful business tool you aren't using.
Recent studies by The Economist and Forrester found that great customer experience drives revenue, builds customer loyalty and creates meaningful differentiation. One powerful tool for understanding your customers experience and identifying areas needing improvement is the customer journey map.
Keys to Success in the IoT Age
IoT means plugging into massively interconnected systems where the screen is no longer the driver of the experience and individual companies no longer have ownership. These systems will bring together disparate customers, data, devices and services in a fluid environment where devices and data sources become transitory and are dynamically added and removed based on the customers needs at a particular moment.