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Chat vs. Voice Customer Service: Who wins the cost showdown ...

Superior customer service is what it's Image all about. The challenge is to exceed customer expectations in the most cost effective way possible. Even with more consumers going online for support, customer service leaders ...


Via Brendan Dykes
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Designing for Context: The Multiscreen Ecosystem | UX Magazine

Designing for Context: The Multiscreen Ecosystem | UX Magazine | Customer Experience Digest | Scoop.it

Designing for context is about aligning the purpose of a product with the user’s requirements at any given time or in any given situation. By evaluating each platform against the story of the users and how (or where) they use the product, designers can create better flows across and within the ecosystem.


Via Mario K. Sakata
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What Your Logo & Website Colors Say About Your Brand [Infographic]

What Your Logo & Website Colors Say About Your Brand [Infographic] | Customer Experience Digest | Scoop.it
Did you know that a product's color influences 60 to 80 percent of a customer's purchasing decision? Think about it, and you'll realize it's true.
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Octofeed Puts A Slicker Skin On Facebook, Hinting At Big Missed Opportunities

Octofeed Puts A Slicker Skin On Facebook, Hinting At Big Missed Opportunities | Customer Experience Digest | Scoop.it
“First off, we love Facebook,” says Daniel Chin Yee. But (you knew there’d be a but), “we feel like there are some missed opportunities in the UI.” The cluttered feed, for one.
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Cardless cash machines prepare to dispense … via mobile app

Cardless cash machines prepare to dispense … via mobile app | Customer Experience Digest | Scoop.it
'GetCash' system from RBS and NatWest utilises mobile phone app to let customers withdraw cash without using a debit card...
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Not Just Pretty: Building Emotion Into Your Websites - The Usabilla Blog

Not Just Pretty: Building Emotion Into Your Websites - The Usabilla Blog | Customer Experience Digest | Scoop.it

This article was originally and in full length published on Smashing Magazine.


Via Mario K. Sakata
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Getting UX and Developers to Play Nice Together | Gist

Getting UX and Developers to Play Nice Together | Gist | Customer Experience Digest | Scoop.it
You've recently begun work on a new web app, but while your UX worker is convinced that the product's interface or backend should be built in one way to enhance usability, your developer has an entirely different vision for ...
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Why Innovation Needs Design Thinkers

Why Innovation Needs Design Thinkers | Customer Experience Digest | Scoop.it

Why couldn’t Facebook develop their own photo sharing solution — for less than $1B. And why didn’t Kodak or Polaroid come up with this idea first?"


Via Len Netti
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5 tips to help you do mobile website usability testing | Facts and Figures

5 tips to help you do mobile website usability testing | Facts and Figures | Customer Experience Digest | Scoop.it
In this blog post, we share 5 tips on how to do mobile website usability testing, based on our experience of performing testing for multi-channel retailer, Go Outdoors...
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How to choose the right self-service system for your business

Kerry Robinson gives an insight into how to choose the right self-service system and offers tips on making the right decision for your business needs...
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What Really Drives Customer Loyalty? It's Not Just About the ...

What Really Drives Customer Loyalty? It's Not Just About the ... | Customer Experience Digest | Scoop.it
Over the years I've found fairly consistently that the customer experience—all interactions with a brand, including people and systems—is equally important (in driving loyalty) to the quality of core product/service being purchased.
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How Mobile is Rapidly Evolving the World - Forbes

How Mobile is Rapidly Evolving the World - Forbes | Customer Experience Digest | Scoop.it
The first time I can remember realizing how critical mobile phones were to people was back in 2006, while I was working in India.
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88% of consumers consult reviews when making a purchase

Recommendations from friends are the most influential driver for UK shopping habits followed closely by consumer reviews, according to a new survey by Reevoo.

Via Pauline de Robert
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Customer Service is Failing Consumers [INFOGRAPHIC]

Customer Service is Failing Consumers [INFOGRAPHIC] | Customer Experience Digest | Scoop.it

Consumers are easily dissatisfied and frustrated. In an infographic by Drumbi, it shows that 60% of US comsumers don’t think companies have tried to improve their customer service, while 80% have abandoned a transaction thanks to poor service.


Via Jonha Revesencio
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Amazon makes play for greater influence over in-store shoppers - Mobile Commerce Daily - Applications

Amazon makes play for greater influence over in-store shoppers - Mobile Commerce Daily - Applications | Customer Experience Digest | Scoop.it
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Sensible Social Media Marketing Checklist for Businesses [INFOGRAPHIC]

Sensible Social Media Marketing Checklist for Businesses [INFOGRAPHIC] | Customer Experience Digest | Scoop.it
Social Media checklist infographic for businesses who are stumped by how to use social media to promote their company. (Sensible Social Media Checklist - visual version!

Via Adam J. Kovitz
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Smartphone and Tablet Users: The New Shopaholics?

Smartphone and Tablet Users: The New Shopaholics? | Customer Experience Digest | Scoop.it
Mobile commerce sales have quadrupled over the past two years. Here's how people are spending.
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Responsive Typography: The Basics | Information Architects

Responsive Typography: The Basics | Information Architects | Customer Experience Digest | Scoop.it

In the heat of the relaunch I wrote a quick blog post on responsive typography, focussing solely on the aspect of our latest experiment: responsive typefaces.


Via Mario K. Sakata
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The Importance of Branding to Customer Experience | Customer Experience

The Importance of Branding to Customer Experience | Customer Experience | Customer Experience Digest | Scoop.it
Customer Experience, Customer Retention, Business Strategy & Planning - Jericho Consulting Ltd -...
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How Mobile Tech is Driving Zipcar Into the Future

How Mobile Tech is Driving Zipcar Into the Future | Customer Experience Digest | Scoop.it
Mobile technology is changing Zipcar’s world and will eventually reorder the transportation industry, says CEO Scott Griffith.
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Museum Apps: How User Interface Can Create a Powerful User Experience

Museum Apps: How User Interface Can Create a Powerful User Experience | Customer Experience Digest | Scoop.it
Museums are increasingly introducing new mobile apps, which typically focus on the museums' entire collection and enable visitors to browse and obtain information on the works.
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TechCrunch | Gartner: Over $172B In Mobile Payments In 2012; SMS, Web Most Popular Routes

TechCrunch | Gartner: Over $172B In Mobile Payments In 2012; SMS, Web Most Popular Routes | Customer Experience Digest | Scoop.it
No, NFC still hasn't come to the iPhone -- or many other devices, for that matter. But this does not appear to be stopping the momentum in the world of mobile payments.
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Social Media - Facebook adds usability expertise - Internet Retailer

Internet Retailer - Marketing/Social Media - Facebook adds usability expertise...
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