Can a change in policy change the customer experience?

Sometimes, making customer experiences better can also make the world better. Here's how one leading brand is trying. The subject line of an email this morning said "Discrimination and Belonging: What it Means to You". I thought it was a political headline designed to sway my vote given the headline-grabbing nature of this year's presidential [...]

The New Paid PAID Vacation

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. On the today show this morning, I was delighted by a new segment that talked about paid paid vacations. You [...]

By | 2017-05-01T20:09:09-04:00 September 19th, 2016|Culture + Adoption, Reviews, Strategy + Adoption|0 Comments

What is Customer Experience? 19 Industry Experts Weigh In:

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue] Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner, customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent [...]

By | 2017-05-01T20:09:10-04:00 May 4th, 2016|Culture + Adoption, CX Design, Experience Design, Q&A, Trends|Comments Off on What is Customer Experience? 19 Industry Experts Weigh In:

Back To Basics – On Empathy

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a [...]

By | 2017-05-01T20:09:10-04:00 February 23rd, 2016|Culture + Adoption, CX Design, Experience Design, Tips|Comments Off on Back To Basics – On Empathy

Services Before Sales Sells More Chicken! (Disney Agrees)

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to provide service experiences to customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof. The Cathy family have been building their brand based [...]

By | 2017-05-01T20:09:10-04:00 February 2nd, 2016|Culture + Adoption, CX in Retail, Experience Design, Great Experiences, Reviews, Story as Strategy|Comments Off on Services Before Sales Sells More Chicken! (Disney Agrees)

{:en}How Frustration–Through Design–Became Market Leadership{:}

{:en}Jeffery Sears, CEO of PIRCH,  interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH [...]

By | 2017-05-01T20:09:11-04:00 July 21st, 2015|Case Studies, Culture + Adoption, CX Design, CX in Retail, Experience Design, Great Experiences, Great Stories, Interview, Story as Strategy, Strategy + Adoption|Comments Off on {:en}How Frustration–Through Design–Became Market Leadership{:}

Employee Engagement Shows on Bottom Line

Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase dividends to shareholders. This did not go over well with the employees. It seems that [...]

By | 2017-05-01T20:09:12-04:00 September 15th, 2014|Culture + Adoption, CX Results, Reflections, Strategy + Adoption, Tips|Comments Off on Employee Engagement Shows on Bottom Line

Quick Start Guide to Building an Innovation Lab

Transform an Existing store to a Store of the Future Trying new concepts and new ideas within retail is critical today. We are at a unique crossroad in terms of how shoppers want to make purchases and interact with brands. With Millennials as the most hands off– click and buy shoppers. Boomers and Gen-xers want better [...]

By | 2017-05-01T20:09:13-04:00 July 11th, 2014|Accelerator, Adaptive Enterprise, Culture + Adoption, CX in Retail, CX Results, Human Prototyping, Strategy + Adoption, Tips, Trends|Comments Off on Quick Start Guide to Building an Innovation Lab

Store Of the Future Moves Ideas to Implementation Continually

A Store of the Future Initiative allows you to design new spaces, try new technology that attract customers and smooth operational efficiency, all while experimenting with new directions for your brand. But, this isn't just about trying something new or futuristic in a retail location to see how (or if) it works. A Store of [...]

By | 2017-05-01T20:09:13-04:00 June 21st, 2014|Adaptive Enterprise, Culture + Adoption, CX in Retail, Experience Design, FRED, Human Prototyping, Reflections, Speaking + Workshops, Story as Strategy, Trends, Videos|Comments Off on Store Of the Future Moves Ideas to Implementation Continually

Store of the Future Requires Innovative Culture

The changing preferences of consumers today presents unbefore seen challenges for retailers. One of the greatest challenges for brands is providing a seamless experience across all channels of interaction for their customers. To acheive that goal retailers are now more inclined to try new ideas. The success of many software start-up companies may highlight one of [...]

By | 2017-05-01T20:09:13-04:00 May 22nd, 2014|Culture + Adoption, CX Design, CX in Retail, CX Tech, Experience Design, FRED, Human Prototyping, Reflections, Speaking + Workshops, Story as Strategy, Strategy + Adoption, Tips|Comments Off on Store of the Future Requires Innovative Culture
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