Posts From November 2007

Integrating Customer and Employee Experiences

Nov 28, 2007 11:55pm

A key to delivering clearly differentiated and effective customer experiences is the holistic and deliberate design of the employee experiences that “generate” those customer experiences. My colleagues and I have spent the last 25 years helping leading organizations design and …

Adaptive Customer Profiling: Integrating Quantitative and Qualitative Customer Analytics

Nov 20, 2007 1:24pm

Most business leaders now recognize that organic growth is a direct result of their ability to deliver a differentiated, compelling, and increasingly personalized customer experience.  Effectively delivering such an experience is dependent on the organization’s ability to understand what attracts …

Human Sigma: Strong on Description; Weak on Prescription

Nov 19, 2007 8:03am

I just finished reading the new book Human Sigma; Managing the Employee-Customer Encounter by John Fleming and Jim Asplund.  I’m excited that an integrated perspective on employees and customers is getting the attention it deserves.  The book is well written …

Customer Experience and Our Search for Meaning

Nov 15, 2007 12:36pm

Customers don’t buy products, they buy desired states.  One of the most significant mistakes any organization can make is to assume customers should care about their products or services.  This doesn’t imply, however, that a company can’t play a very …

No Matter What Business You’re In… You’re in the Hospitality Business

Nov 14, 2007 4:52am

I recently did a keynote speech at a Customer Experience conference in New York.  As part of that event, the participants and speakers had the chance to share dinner with Danny Meyer at his restaurant Eleven Madison Park.  For those not familiar with …

Optimizing the Business-to-Business-to-Customer (B-to-B-to-C) Experience

Nov 13, 2007 9:02am

About 75% of the companies we’ve worked with over the past 25 years operate in some variation of a Business-to-Business-to-Customer structure.  A wide range of diverse businesses operate in this mode, including: Product companies that sell through retail or distributor …

Experience Management Maturity: Moving From “Experience by Default” to “Experience on Demand”

Nov 10, 2007 8:39pm

Over the course of our customer experience research and consulting work, we’ve found it helpful to evaluate organizations based on their level of maturity in delivering an intentional customer experience.  At each of these maturity levels, a different set of …

Using Predictive Modeling to Optimize Customer Relationships

Nov 08, 2007 6:56pm

Predictive modeling uses a variety of analytical techniques to make predictions about the future based on current and historical data.  These predictions are expressed as numbers that correspond to the likelihood a particular event, opportunity, or behavior will take place …

Personae Driven Experience Design

Nov 06, 2007 10:24pm

A persona is a fictitious person created for the purpose of helping designers and decision makers understand how people actually experience their interactions with a product, service, or organization.  The use of personae was popularized by Alan Cooper in the …

Miswanting and the Pursuit of Unhappiness

Nov 05, 2007 10:47pm

So, if you get that Porsche, will you be happy?  How about the larger house on the other side of town?  What about the Plasma TV, new outfit, pair of shoes, etc…?  If you take a minute to reflect on …