Customer Experience

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.

Engaging Customers in Product and Service Innovation

Nov 07, 2012 8:36am

Companies must transform the way they innovate. Today’s more knowledgeable and networked customers are ready to play a more active role in how companies conceive, develop, and deliver value. As a result, the old “plan and push” approaches are out; effectively engaging customers as collaborative design partners is in. This white paper outlines a process for engaging customers across the innovation lifecycle.

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 …

Introduction to Design for Behavior – Whitepaper

Mar 29, 2012 9:51pm

Ultimately, an organization’s success is dependent on its ability to positively and profitably influence what customers do.     Influential design is rooted in deep behavioral insight.  You need to know what’s really important to people, the natural pathways they …

Getting the Employee Experience Right – Whitepaper

Mar 22, 2012 6:15pm

The experience customers have with your business is a direct reflection of the employee experience.   You can not design and successfully implement meaningful changes in the customer experience without understanding and addressing specific changes in the employee experience.   …

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 …

Empathic Delivery and the Empowered Front Line

Mar 15, 2012 6:24pm

Your front line employees ARE your brand.  The people who interact with your customers – on the phone, in the store, in the field, or online – have a powerful influence on the success of the business; whether or not …