Posts From January 2008

Customer Experience and the “Element of Surprise”

Jan 30, 2008 11:19pm

How 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 …

Neuroeconomics Overview: Understanding “The Mind of the Market”

Jan 25, 2008 7:00pm

The ways we think about money and make financial decisions are typically far from rational.   We get upset when we find out that another person is getting a better deal, despite the fact that we were perfectly happy a minute ago.  …

Framing and Priming the Customer Experience

Jan 24, 2008 11:15pm

I’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 …

Designing “Socially Influential” Experiences

Jan 19, 2008 11:31pm

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 …

A World Class Hospitality Experience: Four Seasons Aviara

Jan 13, 2008 12:35am

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 …

Helping Customers Lose Wait

Jan 11, 2008 7:16pm

    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 …

Wesabe: A Collaborative, Next Gen Financial Experience

Jan 10, 2008 7:13am

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 …

Amazon: Putting Customers First

Jan 09, 2008 1:26pm

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 …

Personae-Driven Experience Design in Retail Financial Services

Jan 08, 2008 1:29am

Over the years, we’ve had the opportunity to work with several leading retail financial institutions on a personae-driven approach to customer experience design.  The challenge is that most banks, insurance companies, and investment advisory businesses have a long legacy of …

What is the Difference Between Personae and Segmentation?

Jan 05, 2008 7:55pm

For the past several years, we’ve followed a personae-driven approach to customer experience design.  This approach has been critically important as we work with our clients to design experiences that naturally fit with… and influence… the “mental model of the …