Customer Behavior

Behavioral Profiling: A Toolset for Influential Design

Feb 25, 2013 11:43am

The fortunes of any commercial enterprise are behaviorally determined. Ultimately, an organization’s financial success is dependent on the ability to positively and profitably influence what customers do. This white paper describes a rigorous and comprehensive toolset, grounded in cognitive, affective and behavioral science, for surfacing how people’s experiences drive their behaviors and highlighting the product, service and experiential levers for influencing those behaviors.

Customer Experience: Beyond Better Sameness

Jan 07, 2013 8:47am

The experience customers have with your products and services are the primary driver of business growth. Unfortunately, its extraordinarily easy to make uneconomic investments in the enhancement of customer experiences. This white paper describes three things required to create highly profitable and competitively relevant experiences... that move beyond better sameness.

Optimizing Customer Intelligence Processes

Sep 05, 2012 4:29pm

Companies that sustain growth continually define and refine their market offerings and value proposition in response to changing customer expectations and behavior. This white paper explores how companies can effectively gather, use, and transform customer data and insights into actionable customer intelligence.

Managing the High Bill Experience

Aug 09, 2012 3:18pm

For many utilities, dealing with customers reactions to high bills often drive a very significant portion of their service costs. High bills also contribute significantly to customer dissatisfaction. This post describes several innovations that transform the high bill experience.

Seven Transitions for Marketing, Sales and Service

Jun 18, 2012 5:56pm

More than ever before, marketing, sales, and service processes are two-way streets. Customers decide when to listen, and they demand to be heard. They also control the timing and process of consumption, so companies must be able to meet customer …

The Customer Experience Manifesto – Whitepaper

Mar 22, 2012 2:17pm

Seven questions senior executives should ask about how to create experiences that drive business results. This whitepaper addresses the most commonly pressing questions executive leaders have about the role of customer experience in the business. Why should customer experience be …

Outcomes-Based Experience Design

Jun 22, 2010 2:07pm

Bridging the Gap Between Customer Experience and Business Outcomes by Chris O’Leary, COO, Customer Innovations, Inc. In the 25 years we’ve been helping companies design customer experiences, one of the consistent challenges has been to estimate the business impact of …

Behavioral Portraits and the Design of Influential Experiences

May 13, 2010 5:24pm

“Remember… you’re unique… just like everybody else.” Although, it may be a little funny to say it that way, thank heavens for diversity! For as much as we all have in common, our lives are more interesting because we’re not …

Customer Experience: Beyond Better Sameness

Oct 31, 2009 12:25pm

  So… we’re ten years into the Experience Economy and, over that time, there’s been an explosion of attention and investment in creating and improving customer experiences. Even in this midst of very challenging economic environment, it’s hard to find …

Getting Beneath the Voice of the Customer

Aug 11, 2009 11:04am

Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back or …