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, [...]

The Myth Behind "Low-Hanging-Fruit"

Note: This article comes from the perspective of the author's work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing [...]

By | 2017-05-01T20:09:09-04:00 August 31st, 2016|CX Results, Experience Design, Story as Strategy, Tips|2 Comments

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

{:en}Interview: Why Marketing Should be the Orchestrator of Customer Experience Design{:}

{:en} photo credit to Igor Bulgarin / Shutterstock.com   Managing principal at StoryMiners and experience design expert, Mike Wittenstein, shares his views on how marketing can take the lead on transformational change: Marketing leaders are perfectly positioned to orchestrate their company’s customer experience-led future, but must put more emphasis on internal communications and designing a framework [...]

By | 2017-05-01T20:09:11-04:00 June 15th, 2015|CX Results, CX Tech, Interview, Strategy + Adoption, Trends|Comments Off on {:en}Interview: Why Marketing Should be the Orchestrator of Customer Experience Design{:}

Intelligent Experiences: Where CX Meets Tech

From the 1970s through the 1990s, customers' experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders. The corporate approach [...]

By | 2017-05-01T20:09:11-04:00 January 26th, 2015|CX Design, CX Results, CX Tech, Experience Design, Human Prototyping, Reflections, Speaking + Workshops, Story as Strategy, Strategy + Adoption|Comments Off on Intelligent Experiences: Where CX Meets Tech

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

APRO 2014 National Conference and Trade Show

Mike Wittenstein, service design and customer experience expert, takes the stage as keynote speaker at APRO's National Conference and Trade Show later this month. Rent-to-own dealers gathering in Indianapolis on May 19-22 will benefit from the opportunity of improving their retail stores' customer experience based on Mike's 20+ years in the experience design industry. With targeted [...]

By | 2017-05-01T20:09:13-04:00 May 11th, 2014|CX in Retail, CX Results, Events, Presentations, Speaking + Workshops, Strategy + Adoption|Comments Off on APRO 2014 National Conference and Trade Show

Three Common Mistakes Businesses Make With Customer Experience

Customer Experience Design is a way to successfully differentiate brands and build loyalty that results in boosting top line and bottom line performance. But, there are some common traps in Customer Experience Design where businesses get caught that can actually work in opposition to the goal. Mistake Number One – Implementing Customer Experience Design with the [...]

By | 2017-05-01T20:09:14-04:00 April 10th, 2014|CX Design, CX Results, Story as Strategy, Strategy + Adoption, Tips, Trends|Comments Off on Three Common Mistakes Businesses Make With Customer Experience

Part Two: Space Planning Gets A Boost From Experience Design

Retailers looking for ways to increase productivity and incorporate new technology are using Space Planning professionals more than ever before. Experience Designers can help Space Planners up the value of productivity and new technology with better experiences for their retail client's customers. Experience Design Facilitates Collaboration Space Planners typically work in close collaboration with other [...]

By | 2017-05-01T20:09:14-04:00 March 19th, 2014|CX Design, CX in Retail, CX Results, CX Tech, Experience Design, Tips|Comments Off on Part Two: Space Planning Gets A Boost From Experience Design
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