Jan 30, 2008 11:19pmHow 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 …
Jan 25, 2008 7:00pmThe 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. …
Jan 24, 2008 11:15pmI’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 …
Jan 19, 2008 11:31pmYears 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 …
Jan 13, 2008 12:35amLast 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 …
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 …
Jan 10, 2008 7:13amI’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 …
Jan 09, 2008 1:26pmI 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 …
Jan 08, 2008 1:29amOver 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 …
Jan 05, 2008 7:55pmFor 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 …