If we understand our customers, how do we then improve customer experience?

This guest post is from Lisa Kenny of Maru/Syngro, exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. If this is you, unfortunately, you are doing it [...]

The Value Of Experience Design Improvement Is On The Rise

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars.   [SIDEBAR: The six essential disciplines of the Customer Experience Professionals Association: Customer-Centric culture, [...]

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or [...]

Why the Best Measure of Customer Value is the Value You Provide to Your Customers

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?” Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, [...]

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 'Always On' Enterprise

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched [...]

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:

The Challenges of Customer Experience Management

This Interview was conducted by ReachForce and first appeared March 9, 2016  Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so [...]

By | 2017-05-01T20:09:10-04:00 April 11th, 2016|CX Design, CX Results, Q&A, Speaking + Workshops, Story as Strategy, Strategy + Adoption, Trends|Comments Off on The Challenges of Customer Experience Management

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

{: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{:}
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