Expertiential Design
Follow
Find tag "Culture"
34.9K views | +13 today
Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
Your new post is loading...
Your new post is loading...
Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

Continual Business Transformation Is A Must

Continual Business Transformation Is A Must | Expertiential Design | Scoop.it
That bias toward secrecy may stem from fear of failure, of confrontation with employees, or of bad press that could make problems worse. Yet secrecy itself tends to compound problems, often by ensuring that the employees isn’t involved or energized.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, March 27, 12:09 AM

One thing you can be assured in life and in business is: Change


How many of you think change should happen in secret by upper management or involve open communication with employees?

Torben Rick shares his top 7 Change Management Infographics
Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

5 steps to integrated #customer #experience

5 steps to integrated #customer #experience | Expertiential Design | Scoop.it
How to integrate customer experience into every facet of your brands's day-to-day operations.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, December 2, 2014 2:10 AM

5 steps:


1) Define #customer #experience

2) Map the #customer #journey

3) Connect the journey with the experience

4) Create a ‘playbook’

5) Continuous Learning, Feedback & Improvement


This last step is key to your long term success: "continuously assess, improve and change the strategies to keep the ‘playbook’ up to date.


Enhancing customer experience is not a one-time exercise, or necessarily a big project with infinite #ROI, it is a continuous journey and one which evolves constantly to keep up to date with new developments in #technology, #analytics and customer habits.


Every interaction with a customer, no matter how small, should be consistently monitored, and companies should make sure they are always ‘connecting the dots’ in order to build an evolving system that improves with each encounter. "


The Zappos "Deliver Happiness" philosophy is not only focused on customers, but employees too. 


Which other companies do you feel connect well across all channels and offer positive customer experience throughout your customer journey?

Rescooped by Michael Allenberg from UXploration
Scoop.it!

Creating a Cultural Fit: Using ethnography with users and stakeholders

Creating a Cultural Fit: Using ethnography with users and stakeholders | Expertiential Design | Scoop.it

The right design fits the company and its customers—a mismatch on either side results in fatal error.


Via Mario K. Sakata
more...
No comment yet.
Rescooped by Michael Allenberg from UXploration
Scoop.it!

How To Design For A Cross-Cultural User Experience (part 1/2) - The Usabilla Blog

How To Design For A Cross-Cultural User Experience (part 1/2) - The Usabilla Blog | Expertiential Design | Scoop.it
Our culture defines our values and our behaviour - not only in our everyday lives, but also on the Web. What catches our attention, what makes us trust a w

Via Mario K. Sakata
more...
Mario K. Sakata's curator insight, April 17, 2013 9:05 PM

Taking a look at Hofstede's cultural dimensions theory.

Terry Patterson's comment, April 21, 2013 7:07 PM
This is fascinating, isn't it? Any designer responsible for a product aimed for global consumption should be well aware of this research. I am interested in the development of these theories when it comes to development ages now that our youngsters are growing up in a more connected "globalized" digital information age.
Mario K. Sakata's comment, April 21, 2013 9:12 PM
True, there should be a breaking point when it comes to nurturing the customers.
Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW | Expertiential Design | Scoop.it
Mobile was the main topic of SXSW: here are 5 mobile customer experience lessons we can take away from this 2015 edition.

Via Eric_Determined / Eric Silverstein
more...
CIM Academy's curator insight, March 30, 5:49 AM

Improving the customer experience of mobile marketing is important and this article highlights some important lessons.

Jean-Marie Grange's curator insight, March 31, 2:40 PM

"If you don’t establish your online and mobile presence, someone else will do it for you. At your peril."

Nedko Aldev's curator insight, April 27, 6:04 AM

 

724
Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

The #Customer #Experience Lessons @Ford

The #Customer #Experience Lessons @Ford | Expertiential Design | Scoop.it
Ford Motor Company took home a silver award in the Customer-Centric Culture category at the inaugural Loyalty360 CX Awards unveiled at the 4th Annual Loyalty360 Engagement & Experience Expo this week in Dallas, TX.
Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company sat down with Loyalty360 to discuss his company’s fervent push toward a comprehensive customer-centric culture.

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

This says it all!

more...
Eric_Determined / Eric Silverstein's curator insight, November 14, 2014 3:20 AM

It's great to see a large company like @Ford understanding the importance to adapt the business and respond to the needs of its customers.


- It's start with the right Culture


- Incorporating customers and suppliers input within all strategic decisions


- Empowering employees to delight customers


- Nurture and build strong relationships to drive loyalty.


If you recently purchased or leased a vehicle via Ford or any other car manufacturers, share your experience...

Rescooped by Michael Allenberg from UXploration
Scoop.it!

How to do a Culture Due Diligence

How to do a Culture Due Diligence | Expertiential Design | Scoop.it

Why is Culture such a critical asset for companies today?

It’s a critical asset because companies such as Zappos and many other culture driven high-performing companies have raised the bar and set a new Culture Standard. Up and coming companies cannot expect to succeed without meeting this new standard.


Via Mario K. Sakata
more...
No comment yet.