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Sens du client - Les 10 tendances du Sens du client 2016

Sens du client - Les 10 tendances du Sens du client 2016 | User eXperience & Customer eXperience | Scoop.it

Que sera le client en 2016 ? J'ai essayé de répondre à cette question en dix réponses, correspondant à autant de billets qui développent une tendance, illustrée par un mot ou un adjectif.


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Christian Barbaray's curator insight, February 1, 12:35 PM

Le beau cadeau de début d'année de notre ami Thierry résumé en un seul billet ! Tks :-)

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20 BEST Customer Experience blogs that you MUST follow

20 BEST Customer Experience blogs that you MUST follow | User eXperience & Customer eXperience | Scoop.it

Written by Vivek Jaiswal | Co-founder, Customer Guru “No matter what, the very first piece of social media real estate I’d start with is a blog.’ ~ Chris Brogan.


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2016: The Year of Customer Experience

2016: The Year of Customer Experience | User eXperience & Customer eXperience | Scoop.it

Rather than wax poetic on how the industry is changing – and how we all have to change with it – here are a few things to keep in the back of your mind as the new year gets into full swing.


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The 4 Most Important Customer Experience Metrics | CustomerThink

The 4 Most Important Customer Experience Metrics | CustomerThink | User eXperience & Customer eXperience | Scoop.it

RT @jose_garde: The 4 Most Important Customer Experience Metrics - https://t.co/ZQQuyQYdwz #Analytics #customerexperience


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Customer Experience Strategy - Brand Expectations and Experience

Customer Experience Strategy - Brand Expectations and Experience | User eXperience & Customer eXperience | Scoop.it

customer experience strategy and outstanding customer engagement. Our focus is often on creating memorable event-related experiences. Shifting the focus to


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Online Personas: Optimizing the e-Commerce Experience

Online Personas: Optimizing the e-Commerce Experience | User eXperience & Customer eXperience | Scoop.it
Dr. Liraz Margalit used ClickTale to analyze the behavior of site visitors. She identified 6 Online Personality Types, each with its own Digital Body Language.

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Peg Corwin's curator insight, February 2, 7:22 AM

Check these 6 types of digital shoppers and learn what they want from an ecommerce experience.

Darrin Shaw's curator insight, February 9, 4:01 PM

Check these 6 types of digital shoppers and learn what they want from an ecommerce experience.

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30 Stats Every Marketer Needs to Know about Customer Experience - Kapost

marketingIO: One Source for All Marketing Technology Challenges. See our solutions


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marketingIO's curator insight, February 4, 9:41 AM

As if CX is new. Used to be called CustSat. CX tests were being done for consumer goods back in the '70s: researchers would actually embed themselves in households!!!

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What will your Customer Experience look like in 2016?

What will your Customer Experience look like in 2016? | User eXperience & Customer eXperience | Scoop.it

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Colin Taylor TRG's curator insight, December 22, 2015 7:25 AM

A good list of trends to watch for in 2016 #custserv #custexp #cctr

Amy Clark's curator insight, December 23, 2015 9:16 AM

Great insight!!

Andre Piazza's curator insight, December 26, 2015 3:21 PM

#CX advances into 2016

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Customer Listening Path

Customer Listening Path | User eXperience & Customer eXperience | Scoop.it
The customer listening path provides a constant source of customer feedback organized by journey stage. Leaders are able to understand customers’ lives with a connection to customer behavior and gr…

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Eric_Determined / Eric Silverstein's curator insight, January 15, 1:58 AM

Too many brands fail to walk in their customers' shoes. Adobe learned great lessons:


1. Many of our leaders and managers didn’t know first hand what it was like to be an Adobe customer. They didn’t access products or services through the same channels customers did so they didn’t always understand that certain policies or business processes might have unintended implications for customers.


2. The data alone isn’t enough. Once people walked in the customers’ shoes, bigger change began to happen more quickly.


3. Immersion exercises needed to run the gamut from simple to difficult. Participants do all the things customers do every day, like signing up for an account or accessing services. The program works. We started seeing senior leaders who had completed the program then sign up their teams across the company to get more real-life, first hand customer perspective.


As Jeanne highlights, the customer experience is a shared responsibility across the entire organization - do you agree?

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Simplicity: CX Strategy

Simplicity: CX Strategy | User eXperience & Customer eXperience | Scoop.it
Competitive Advantage Simple is simple. Simple doesn’t always mean easy. And, sometimes simple is actually hard to pull off. But some companies have mastered

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Eric_Determined / Eric Silverstein's curator insight, January 26, 1:01 AM

"Simple is simple. Simple doesn’t always mean easy" 


Shep Hyken shares valuable insight and lessons from @Amazon @MetLife #In-N-Out @ChickFilA and how simplicity is a competitive advantage for them.


Share your favorite brand that focus on simplicity?

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Design UX: remettre l'humain au cœur de la relation client

Design UX: remettre l'humain au cœur de la relation client | User eXperience & Customer eXperience | Scoop.it
Avec la révolution digitale et les nouveaux usages introduits par les smartphones, les tablettes et maintenant les objets connectés, l’expérience utilisateur (UX) est passée du stade de pratique émergente à celui de pratique reconnue et nécessaire, offrant des retours sur investissements majeurs: cette ...

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Pierre Lannes's curator insight, November 10, 2015 6:45 AM

Un billet accessible et généraliste qui permet de comprendre quel est l'apport du design UX dans l'amélioration de la satisfaction client

helene duneigre's curator insight, November 17, 2015 3:14 PM

Design UX ou penser les produits et services pour leur utilisateurs, en les associant et el les observant en situation. 

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4 UX mistakes killing your product (and how to fix them)

4 UX mistakes killing your product (and how to fix them) | User eXperience & Customer eXperience | Scoop.it
You’re offering a great product that everyone should love… so why don’t they?
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Walt Disney's Wisdom: 10 Customer Service Lessons - Forbes

Walt Disney's Wisdom: 10 Customer Service Lessons - Forbes | User eXperience & Customer eXperience | Scoop.it
Walt Disney's Wisdom: 10 Customer Service Lessons
Fatimata's insight:

1. “If you can dream it you can do it.” 

2. “The flower that blooms in adversity is the most rare and beautiful of all.”

3. “Venture outside your comfort zone. The rewards are worth it.”

4. “Oh yes, the past can hurt. But the way I see it, you can either run from it or learn from it.”

5. “If you focus on what you left behind, you will never be able to see what lies ahead. Now go up and look around!”

6. “A little consideration, a little thought for others, makes all the difference.”

7. “The problem is not the problem. The problem is your attitude about the problem.” 

8. “Just because it’s what’s done, doesn’t mean it’s what should be done.”

9. “In every job that must be done, there is an element of fun. You find the fun and—snap!—the job’s a game!”

10. “Always let your conscience be your guide.”

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Créez une culture client avec ces 15 Idées fortes !

Créez une culture client avec ces 15 Idées fortes ! | User eXperience & Customer eXperience | Scoop.it
Créez votre culture client autour de ces 15 Idées fortes !

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Christian Barbaray's curator insight, February 2, 3:23 AM

Soyez inventifs et créatifs dans l’amélioration de l’information destinée à vos clients, que vous soyez sur un marché sérieux ou ludique, vous parlez toujours à des humains !

Catherine Belmont - Psitt's curator insight, February 2, 4:19 AM

Les clients ne sont pas des statistiques, mais des hommes et des femmes. Et tout le monde n'a pas les mêmes besoins ... ni toujours les mêmes besoins ...

juju's curator insight, February 4, 4:49 AM

actualité : 3

fiabilité : 2

pertinence : 3

précision : 3

question de gestion 2

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When Design and Customer Experience Conflict

When Design and Customer Experience Conflict | User eXperience & Customer eXperience | Scoop.it

“Tell me why you chose this place,” I said to the colleague I met at a hotel during an otherwise successful trip to Baltimore. “I always like the Kimpton properties,” she answered.


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Experience maps, user journeys and more… | UX Lady

Experience maps, user journeys and more… | UX Lady | User eXperience & Customer eXperience | Scoop.it

blog about user experience by silvana churruca


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Incorporating Customer and User Experience Data into Holistic Journey Maps — ART + marketing

Incorporating Customer and User Experience Data into Holistic Journey Maps - ART + marketing - Medium

Customer journey mapping can and should serve both User Experience (UX) and Customer Experience (CX) practitioners and m…


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Data et expérience utilisateurs au service de la transformation digitale

Data et expérience utilisateurs au service de la transformation digitale | User eXperience & Customer eXperience | Scoop.it
Nouveaux usages et expérience utilisateur, les ingrédients indispensables de votre transformation digitale. Avec...

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Top 10 Technologies For Customer Experience - Forbes

Top 10 Technologies For Customer Experience - Forbes | User eXperience & Customer eXperience | Scoop.it

marketingIO: One Source for All Marketing Technology Challenges. See our solutions


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marketingIO's curator insight, January 29, 5:07 PM

CX Stack anyone?

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30 Stats Every Marketer Needs to Know about Customer Experience - Kapost

marketingIO: One Source for All Marketing Technology Challenges. See our solutions


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marketingIO's curator insight, February 4, 9:41 AM

As if CX is new. Used to be called CustSat. CX tests were being done for consumer goods back in the '70s: researchers would actually embed themselves in households!!!

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Understanding Customers in 2016

Understanding Customers in 2016 | User eXperience & Customer eXperience | Scoop.it
Customer insight is changing direction. As we prepare to welcome in a new year, the digital marketing industry can expect innovative new...

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Eric_Determined / Eric Silverstein's curator insight, January 5, 2:09 AM

"Marketing lives or dies depending on its understanding of customers" - how are you leveraging this new nexus of data?


"Combining social media data, market data and customer data tells a much more complex ‘digital story’ than exchange data does alone, painting a fuller and more nuanced picture of individual consumers.


An overdependence on behavioural data has turned consumers into creatures of habit, but marketers should recognise that this is not the full picture. Humans are aspirational and multifaceted; customer insight should therefore be derived from a combination of equally rich datasets.


From their complex digital footprints, marketers can see the brands customers engage with, the influencers and personalities they admire, their hopes and their aspirations.


Suddenly, the concept of real predictive analytics is on the horizon.


Gone will be the days of looking in the rear-view mirror of past behaviours, which are often instantly redundant.


With this understanding, brands can now reach out beyond their existing customer base. By using external data, aggregates of market activity and social media activity, big data solutions can give valuable insights into what your competitor’s customers want, providing brands with the opportunity to acquire new customers at scale and with ease."


Does your organization have the right tools and infrastructure in place to capitalize on the above? 

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The Top UX Predictions for 2016

The Top UX Predictions for 2016 | User eXperience & Customer eXperience | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, January 24, 1:29 AM

Trends that will shape the experience design in 2016.


Thought leaders and contributors to UX Magazine share their expectations. A long list, but one recurring theme: "Easier for the Customer" 


- Adopting UX: The Challenge of Change – Scott Plewes,Macadamian


- Designing Anticipatory Experiences & Why Designers Need To Be Business Literate – Sarah DoodyUser Experience Design & Consulting

- The Future is Overrated – by Stefan Moritz, Veryday- Personalized Experience – Liraz MargalitClicktale- Touch First Design – Will HackerCars.com- Mobile enabled experiences – Sebastian SabounéHive- Up With Touch-Free, Down With Multipurpose – Q ManningRocksauce Studios- Customer Journey Analytics – Ania RodriguezKey Lime Interactive- Designing for Content and Seamless Experiences – Jaron RubensteinRubenstein Technology Group- The Evolution of User Interfaces – Rob Tannen, Intuitive- UX Will Go Multi-channel and Multi-device – Sergio NouvelContinuum- Incorporating Customer Data Easily into Personalized Experiences – Kevin O’ConnorUser Insight- UI Trumps UX (Unfortunately) – Steven Hoober4ourth Mobile- Consolidation of Apps and Merging Real and Virtual Communities – Mary BrodieGearmark- Subtle Interactions – Anders ArnqvistVeryday- Empowering Design – Nour Diab YunesFjord
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Comment l’UX bouleverse la communication

Comment l’UX bouleverse la communication | User eXperience & Customer eXperience | Scoop.it
Si le terme a pu paraître purement digital, l'UX est la ''science'' de l'expérience client.

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Pierre Lannes's curator insight, November 19, 2015 11:10 AM

#UX #CX #communication #agence Un article collectif auquel j'ai contribué, sur la définition de l'expérience utilisateur, sa place dans les agences et dans les dispositifs de communication

Pierre Lannes's curator insight, November 19, 2015 11:11 AM

#UX #CX #communication #agence Un article collectif auquel j'ai contribué, sur la définition de l'expérience utilisateur, sa place dans les agences et dans les dispositifs de communication

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La carte de chaleur l’outil indispensable pour améliorer l’expérience client - UXimpulse

La carte de chaleur l’outil indispensable pour améliorer l’expérience client - UXimpulse | User eXperience & Customer eXperience | Scoop.it
Fatimata's insight:

Avec le heatmap (carte de chaleur), il est possible de connaître en détail les points d’intérêt de vos visiteurs. Les informations recueillies vont aider à faciliter la navigation, la rendre plus intuitive et ainsi enrichir l’expérience utilisateur.

L’expérience utilisateur (UX) est une chose importante à prendre en compte dans la conception d’un site internet. Il se réfère à la manière dont une personne interagit avec votre produit digital.  Le eye tracking, le scroll tracking et le click tracking, qui sont des éléments du heatmap, vont aider à mesurer cette interaction. 

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The Year Of The Customer: 16 Customer Service And Experience (CX) Trends For 2016 - Forbes

The Year Of The Customer: 16 Customer Service And Experience (CX) Trends For 2016 - Forbes | User eXperience & Customer eXperience | Scoop.it
Here are 16 of what I see as the most obvious trends in customer service and experience that are relevant to the majority of businesses.
Fatimata's insight:

1. Customers are smarter than ever. 

2. Omni Channel will become more omni.

3. The mobile phone is going to rule! 

4. Big Data gets bigger.

5. Micro Data gets smaller. 

6. Pay attention to the weather.

7. Thank you for sharing.

8. Targeted advertising that is delivered at just the right time.

9. We’re watching you. 

10. Self-help customer service is a powerful solution. 

11. YouTube is HOT!

12. Social Media customer service is here to stay. 

13. Value continues to trump price. 

14. Customers want and expect to be appreciated. 

15. Your millennial customers are growing. 

16. The new hot phrase in customer experience and marketing is cognitive analytics.

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