Feb 25, 2013 11:43amThe 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.
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 …
Aug 11, 2009 11:04amDoesn’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 …
Aug 03, 2009 7:33amMost of the time and money organizations invest on customer experience is wasted… … because they focus on how the organization “delivers the experience”… … rather than on how customers actually “HAVE the experience”… … and how those experiences influence …
Jul 30, 2009 4:46pmAre you losing too many customers or sales opportunities? Are you experiencing too much negative word of mouth? Are customers’ expectations changing faster than your company’s ability to stay ahead of the competition? Do you have trouble aligning the efforts …
Nov 12, 2008 11:20amI went to a Jackson Browne concert with a group of friends a week ago. Yes, he’s still going strong at 60. It was a great show. He played a sufficient number of his hits, like Doctor My Eyes and …
Oct 29, 2008 11:31pm In many ways, we are the product of the behaviors that worked for a long line of our ancestors. When faced with a life threatening situation, say happening upon a saber tooth tiger, our ancestors were the ones that …
Oct 23, 2008 8:22am We’ve reached the point where most business leaders understand that their organization’s ability to effectively acquire, retain, and improve the profitability of customers is a direct result of the nature and quality of the experience those customers have. There …
Oct 13, 2008 3:29pmWell-designed experiences influence behavior. A well-designed customer experience can influence customers to return for additional purchases, spend more money during each purchase, and tell lots of other potential customers about the experiences they’ve had with your business, etc… In addition, …
Sep 24, 2008 9:55amListening to music is one of the most meaningful experiences in our lives. I’ve been spending some time thinking about how great customer experiences have a lot in common with the great music that makes a difference for people. Here …