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 …
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. …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …